Customer Service Rep

Colonial Group; Salt Lake City (UT); On-site; USD 42,000 - 54,000; Full time

Job summary

Colonial Group is seeking a Customer Service Representative to provide superior service by responding to inquiries about product availability, pricing, and order status. You will coordinate with design, sales, and production teams to schedule production, confirm delivery dates, and resolve order changes or billing issues.

The role requires high school completion and two years of customer service experience with order entry systems; strong computer skills with Word, Excel, and Outlook are

Qualifications

• Two years’ previous work experience in a customer service role with experience handling customer orders on an order entry system.
• Strong written and verbal communication skills; ability to build positive customer relationships.
• Proficiency with standard office software and order entry systems.

Responsibilities

• Receive, process, and track assigned orders through scheduling and invoicing.
• Coordinate with internal departments to ensure on-time delivery and accurate invoicing.
• Resolve customer complaints and billing issues; escalate when needed.
• Maintain organized customer files and monitor status of orders.

Skills

Customer service

Communication

Multi-tasking

Attention to detail

Team collaboration

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

The Customer Service Representative is responsible for providing superior service to customers.This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring status of current orders.Additionally, the Customer Service Representative is responsible for resolving complaints and requests for billing adjustments.

PRINCIPLE ACCOUNTABILITIES:

• Receive, process, and track assigned orders through to scheduling. Consult with various internal departments to ensure order completeness, on-time delivery and accurate invoicing.
• Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.
• Coordinate customer requests for product specifications, availability, shipping, quotations and estimates, samples.
• Serve as a link between the customer and the design, sales and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.
• Maintain organized customer files.
• Investigate and resolve customer complaints including billing issues and escalates to manager or appropriate internal departments when needed.
• Manage on-hand inventory levels and reconcile to customer orders, forecast and just in time schedules; this includes taking physical inventory at month end.

BASIC REQUIREMENTS:

• Education equivalent to high school diploma required.
• Two (2) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining / building strong positive customer business relationships.
• Strong working knowledge of computer systems including experience with experience with Microsoft Word, Excel, and Outlook.

PREFERRED REQUIREMENTS:

• Associates degree or college business coursework.
• Previous experience using automated order entry system.
• Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong attention to meeting and exceeding customer expectations.
• The ability to network and build relationships with individuals of various experience and corporate positions.
• Strong active listening and evaluating skills.
• Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.
• Able to work in a fast paced, deadline-oriented environment and handle multiple requests simultaneously.
• Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.
• Strong organizational skills with the ability to handle numerous details, deadlines, and requests.
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.
• Able to work flexible hours or overtime as needed.