Customer Service Representative

Rubber Products Distributors (RPD); Indianapolis (IN); On-site; USD 38,000 - 52,000; Full time

Job summary

Rubber Products Distributors (RPD) in Indianapolis is seeking a Customer Service Representative to handle inquiries, process orders, and maintain customer records. You will liaise between customers and production to ensure timely, accurate service.

Ideal candidates communicate clearly, multitask in a fast-paced environment, and use MS Office (Excel, Outlook) to manage accounts and price data. A positive, professional demeanor is essential to promote RPD products and trust with customers.

Qualifications

• Excellent written and oral communication skills.
• Proficient with Microsoft Office, Excel and Outlook.
• Strong attention to detail.
• Ability to work independently and in a team, multitask in a fast-paced, deadline-driven environment.
• Strong organization, planning and prioritizing abilities.
• Highly motivated, self-directed and customer service oriented.
• Knowledge of company's software systems and basic mathematics.

Responsibilities

• Handle customer inquiries including purchase order confirmations, tracking information, sending invoices, and updating account information.
• Process customer orders, refunds, or exchanges.
• Provide pricing and delivery information to customers.
• Set up new customer accounts with correct ship-to, billing and mailing addresses.
• Resolve customer complaints via phone or email.
• Maintain and update customer price libraries and price pages.
• Investigate and process RMAs for returns or exchanges.
• Review and track customer sales history for growth.
• Manage large volumes of customer emails and calls with clear, positive language.
• Create customer notes to inform production on customer requests.
• Build relationships with accounts and send company communications (line cards, holiday messages).
• Keep records of customer interactions, process accounts and file documents.
• Promote RPD products and suggest solutions meeting customer needs.

Tools

Microsoft Office Suite

Excel

Outlook

Job description

Customer Service Representative (CSR) ensures customer satisfaction and handles customer inquiries. CSR must possess excellent oral and written communication skills, organization, multitasking abilities, and be able to handle customer issues. The main responsibility of a CSR is to create and maintain an effective liaison between the company and its customers to ensure seamless delivery of high-quality service.

Responsibilities

• Handle customer inquiries including but not limited to purchase order confirmations, tracking information, sending customer invoice, and updating account information
• Process customer orders, refunds, or exchanges.
• Provide pricing and delivery information to customer
• Set up new customer accounts with correct customer ship to, billing, and mailing addresses
• Resolve customer complaints via phone or email
• Maintain and update customer price libraries and price pages to ensure products are sold at the correct price
• Investigate and process Return Merchandise Authorizations (RMAs) in the event a customer requests to return or exchange products
• Review and track customer sales history to ensure sustainability and profitable growth
• Manage large amounts of customer emails and incoming phone calls, and be able to communicate clearly, using positive and professional language
• Create customer notes to keep the production team informed on customer specific requests
• Build sustainable relationships and trust with customer accounts through open and interactive communication and maintain communication with customers by sending out company line cards, holiday messages, etc.
• Keep records of customer interactions, process customer accounts and file documents
• Attract customers by promoting RPD's products and company positively, and recommend possible products that meet the customers' needs

Requirements

• Excellent written and oral communication skills.
• Proficient using Microsoft Office, Excel, and Outlook.
• Demonstrates strong attention to detail.
• Ability to work independently and in a team environment, multitask within a fast paced and deadline driven environment.
• Strong Organization, planning, and prioritizing abilities.
• Highly motivated, self-directed, and customer service oriented.
• Knowledge of company's software systems and general mathematics skills are necessary.