Customer Service Clerk

Madix Inc.; Terrell (TX); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Group health insurance

401k with company match

Paid holidays

Vacation time

Educational assistance

Onsite clinic

Employee appreciation days

Job summary

Madix, Inc in Terrell, Texas is seeking a Customer Service Representative to handle customer inquiries and provide solutions. Candidates must demonstrate excellent communication skills and possess a high school diploma.

The ideal applicant has 2-4 years of experience in customer service and is proficient in Microsoft Office and SAP. Benefits include group health insurance, a 401k plan, and vacation time among others.

Qualifications

• Excellent communication skills both verbal and written.
• Experience in problem solving and analytical thinking.
• Ability to prioritize and manage multiple tasks efficiently.

Responsibilities

• Provide information about products to customers via telephone.
• Handle customer complaints and find appropriate solutions.
• Keep accurate records of customer interactions.

Skills

Excellent verbal and written communication skills

Problem analysis and problem solving

Organizational skills

Attention to detail

Judgment

Adaptability

Teamwork

Stress tolerance

Customer orientation

Ability to multi-task, prioritize, and manage time effectively

Education

High school diploma or equivalency certificate

Two to four years customer service related work experience

Tools

Microsoft Office

CRM

SAP

Job description

Essential Functions

Confer with customers by telephone in order to provide information about products to take orders or cancel accounts. Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers. Follow up customer calls where necessary. Enter new customer information into system. Identify and escalate priority issues. Route calls to appropriate resource.

Job Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Problem analysis and problem solving.
• Organizational skills.
• Attention to detail.
• Judgment.
• Adaptability.
• Teamwork.
• Stress tolerance.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.

Customer Service Levels

• Level 1 = Basic Microsoft office, CRM, SAP & data entry skills along with heavy administration needs.
• Level 2 = Level 1 plus, Intermediate Microsoft office skills, Customer facing, Quoting smaller store takeoffs.
• Level 3 = Level 1-2 plus, Quoting medium size store take offs, downloading/exporting SAP data to Excel spreadsheets for data entry or reporting, and more complex needs.
• Level 4 = Levels 1-3 plus, Quoting larger size takeoffs (retail/grocery/military), reporting and review contracts. Heavily involved in Conference /Team Calls with the customer, TSM and RM.

Education and Experience

• High school diploma or equivalency certificate.
• Two to four years customer service related work experience.

Work Environment

Generally 8 hour days, 5 days a week, indoors in a controlled environment. Occasional overtime required when necessary.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefit Details

• Group Health Insurance Company Paid Group Term Life Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care.
• 401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election).
• Holidays – 9 per year (Eligible after 30 days of employment).
• Vacation time.
• Educational Assistance.
• Employee Assistance Program.
• Onsite Clinic – Free medical visits.
• Safety and Attendance incentives.
• Employee Appreciation Days.

Madix Inc. is an equal opportunity employer.