Customer Service Representative

Matthews International; Fontana (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Matthews International is seeking a Customer Service Representative to serve as the communication link between customers, sales and production and provide high-level service by phone, email, or personal contact to resolve inquiries with accuracy.

You will maintain order information, build strong customer relationships, and collaborate with multiple departments to ensure accurate fulfillment. Some travel may be required.

Qualifications

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

Responsibilities

• Provide a high level of customer service via telephone, email, written communication or personal contact to resolve 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.

Skills

Customer service

Communication

Problem solving

Teamwork

Time management

Interpersonal skills

Education

High School Diploma or GED

Associate Degree or equivalent

Tools

MS Office Suite

Outlook

Internet applications

Job description

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.

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.

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 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.