Customer Service Representative

Matthews Memorialization; Fontana (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

Matthews Memorialization is seeking a Customer Service Representative to act as the communication link between customers, sales, and production. The role emphasizes high-level service through phone, email, and personal contact to resolve routine and some complex inquiries with accuracy and efficiency.

The ideal candidate has strong MS Office skills, is detail-oriented, and can work autonomously in a fast-paced environment while building trusted relationships with clients.

Qualifications

• High School Diploma or GED required; Associate degree preferred.
• 3+ years of customer service experience preferred.
• Strong MS Office, Outlook and internet proficiency.
• Excellent verbal and written communication skills.

Responsibilities

• Provide a high level of customer service via telephone, email, or personal contact to resolve routine problems.
• Identify and assess customers’ service needs and refer for follow-up as needed.
• Ensure order instructions are accurate and per customer specifications.
• Maintain current order entry information in required software.
• Build sustainable relationships with customer accounts through open communication.

Education

High School Diploma or GED

Associate Degree or equivalent

Tools

MS Office Suite

Outlook

Internet applications

Job description

Position Summary

The Customer Service Representative is the communication link between customer/sales/production and provides high level, professional customer service by responding to customer inquiries by telephone, email, written communication or personal contact to provide product/services information and to resolve mostly routine and some non-routine, more complex problems and requests with accuracy and efficiency.

The Customer Service Representative is the communication link between customer/sales/production and provides high level, professional customer service by responding to customer inquiries by telephone, email, written communication or personal contact to provide product/services information and to resolve mostly routine and some non-routine, more complex problems and requests with accuracy and efficiency.

Job Responsibilities

• Provide a high level of customer service via telephone, email, written communication or personal contact to resolve mostly routine problems and requests.
• Identify and assess customers’ service needs and refer to other service or technical departments for follow up or additional information as needed.
• Ensure order instructions and information are submitted accurately and per customer specifications.
• Maintain current and accurate order entry information in all required software programs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Additional duties as assigned.

Additional Responsibilities

• QUALIFICATIONS / REQUIREMENTS

• High School Diploma or GED
• Associate Degree or equivalent from two-year college or technical school preferred.
• 3+ years of previous customer service experience preferred; or equivalent combination of education and experience
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
• Solid understanding and application of mathematical concepts
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management
• Self-motivated with critical attention to detail, deadlines and reporting
• Ability to work overtime as necessary.

Additional Qualifications

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.
• Reasonable accommodations may be made to enable individuals to perform the essential functions.

Matthews Memorialization is a leader in the memorialization industry, committed to supporting customer business growth and helping families transition from grieving to remembrance. We achieve this by delivering products of exceptional craftsmanship along with value‑driven programs and services. Matthews Memorialization is a Matthews International (MATW) company.

http://matw.com/memorialization/

Matthews International is an Equal Opportunity Employer.

All employment decisions are based on qualifications, merit, and business needs.

We provide equal employment opportunities to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, or any other status protected by applicable federal, state, or local laws.

Minorities/Women/Veterans/Disabled are encouraged to apply.

If you require a reasonable accommodation to complete the application process, please contact our Human Resources team.