General Summary

The Customer Service Representative is responsible for providing support for the brands, products and programs within UFP Retail Solutions.  They interact with customers through various communication methods to assist with pre-purchase, in-purchase, and post-purchase inquiries.  In addition, they are expected to provide a high level and consistent customer experience to new and existing customers.  This individual works under general supervision but a certain degree of creativity and latitude is required.  They will rely on pre-established guidelines to perform the functions of the job.

Principal Duties and Responsibilities

Maintains a positive, empathetic, and professional attitude toward customers at all timesResponds promptly to customer inquiriesCommunicates with customers through various channelsRespond to a high volume of incoming callsAcknowledges and resolves customer complaintsKnows our brands, products and systems well to answer questions quickly and efficientlyProcesses orders, forms, applications, and requestsKeeps records of customer interactions, transactions, comments, and complaints through CRM platformCommunicates and coordinates with colleagues as necessaryProvides feedback on the efficiency of the customer service processEnsures customer satisfaction and provide professional customer supportAttends various product trainings, as neededPrepares various reports and correspondence as requiredTime-management and organizations skillsPerforms other duties as required

Job Specifications

Knowledge Required

Minimum of high school graduate1-3 years of experience in customer service or related field is preferredWorking knowledge and proficiency in the use of computer and business-related software, including CRM platforms and Microsoft applications (Excel, Word, Teams, and Outlook)Working knowledge of various office equipment (computer terminal, scanner, etc)

Skills and abilities

Proficiency in the use of the English language in reading, writing and speakingProficiency in the use of business mathAbility to successfully communicate with all organizational levelsAbility to communicate clearly via phone and email with co-workers and managementAbility to organize and prioritize workload and manage timeAbility to work hours mandated by managementAbility to pass a drug test

Conduct

Highly motivated and enthusiasticGood communication and interpersonal skillsStrong organization skills and detail orientedBe a team player and support the Company’s goalsConducts in a professional manner

The Company is an Equal Opportunity Employer.