Customer Service Representative

hapco; Abingdon (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

Hapco in Abingdon, VA is seeking a Customer Service Representative to focus on internal and external customer needs and proactively resolve issues related to order entry. Strong phone, computer and data entry skills and clear communication are essential.

You will enter orders, verify pricing, support customers with inquiries, maintain relationships, and work with a team to meet company goals. Familiarity with ERP systems and ability to multitask are required.

Qualifications

• Customer service experience handling inquiries and orders.
• Strong communication and listening skills.
• Accurate data entry with attention to detail.
• Ability to navigate ERP systems and access order status.
• Proficient with MS Office applications.

Responsibilities

• Enter orders accurately and promptly.
• Verify quotes and pricing per policies.
• Handle inquiries via phone and email and direct to resources as needed.
• Build and maintain customer relationships to drive retention.
• Collaborate with team to resolve issues and improve processes.

Skills

Customer Service

Communication

Data Entry

Phone Skills

ERP Knowledge

MS Office

Education

High School Diploma

Associates Degree preferred

Tools

ERP Software

Job description

SUMMARY

The Customer Service Rep will focus on the internal/external needs of each customer and be proactive in solving issues that arise from order entry inputs. Must have excellent phone, computer and data entry skills and the ability to communicate and interact effectively with customers and other departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Enter orders in a timely manner with accuracy.
• Ensure orders are entered using current sales policies, valid quotes and current price lists.
• Refer customers to other internal/external resources when the need arises, and handle correspondence and telephone calls relative to orders, credits, returns, etc.
• Build strong customer relationships, loyalty and retention through exceptional customer service and the presentation, awareness and understanding of the product.
• Work effectively with others in a team-based environment to accomplish company goals and to identify and resolve problems.
• Follow up with customers and request additional information as needed
• Ability to work with and navigate ERP (order entry, reports, order status, etc.)
• Ability to follow verbal and written instructions with minimal supervision.
• Comply with all company rules, safety policies and procedures.
• Ability to continually prioritize tasks to be completed as requires.
• Self-starter and multi-task oriented. Able to work independently, as-well-as with others, as needed.
• Work effectively to identify and resolve problems or issues.
• Other duties as assigned.

Important:

• Any employee who does not understand any portion of the job description for this position needs to bring that fact to their manager’s attention so they can provide further work performance or safety instructions, as needed.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities which are required of the employee for this job. Duties, responsibilities, and activities may change, at any time, with or without notice.

SUPERVISORY RESPONSIBILITIES

• This position does not have supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Skill sets must include strong computer literacy, analytical problem solving, and multi-task-oriented skills.

• Solid work ethic and willingness to learn and excel by actions and analytical attributes.
• Strong ability to continually prioritize tasks to be completed throughout the day and over extended time periods.
• Able to function in a high pressure, fast-paced environment to meet deadlines.
• Strong sense of urgency and self-motivated in pursuit of optimal results.
• Use analytical skills to collect and analyze both internal and external data to a productive conclusion.

EDUCATION AND/OR EXPERIENCE

High school diploma or general education degree (GED) or equivalent with a minimum of (2) years of business-related training/experience or equivalent combination of education and experience is required. An Associate’s or Bachelor’s degree with a focus in a business related area is preferred.

LANGUAGE SKILLS

Must possess the ability to communicate effectively one-on-one or in group situations with customers, industry groups and co-workers; utilizing methods to include, but not limited to verbal presentations or conversations plus telephone and email communications.

REASONING ABILITY

Ability to apply common sense understanding while carrying out instructions furnished in written, oral, or diagram form. Possess the ability to deal with problems involving several variables in various situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee frequently is required to use hands and fingers to handle or feel objects or controls and reach with hands and arms. The employee is required to stand, walk, and sit. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment includes a combination of manufacturing and an office setting. IMPORTANT: Eye protection, hearing protection and steel toed shoes are required while present in designated areas of the manufacturing environment.