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Customer Service Agent I

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Tracking Code
4823
Job Description

Customer Service Agent/Receptionist

Irvine, CA

Description:

This individual will interact face-to-face with internal and external customers, as well as over the phone. Portraying a positive, professional, friendly and helpful company image is critical. This position is responsible for a variety of administrative areas including answering all calls received into the switchboard, greeting visitors, and acting as a Single-Point-of- Contact to the customers. This role will also be responsible for managing all aspects of order cycle including any troubleshooting to ensure customer satisfaction and hassle free interface, and the order entry. (I.e. orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc.).

Requirements:

  • Needs a high school diploma or equivalent.
  • Must have excellent communication and organization skills, and intermediate PC skills.

Preferred Requirements:

  • Experience working with customers over the phone
  • SAP

For more information and to apply, go to: http://jobs.hbfuller.com/

www.connectingwhatmatters.com

www.hbfuller.com/connect

Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

DESCRIPTION

The Customer Service Specialist I reports to the Production Manager and has account management responsibilities. He/she is the single-point-of-contact for his/her assigned customers to ensure customer satisfaction is achieved; and assists the company in meeting its set goals for revenue, profit, receivables, on-time and fill rate, quality and safety.

PRIMARY DUTIES

This role will have primary responsibility for:

75% - Customer Account Management

o Single –Point-of-Contact to customer. Ensure your customer’s needs and expectations are met. Follow through with requests to completion.

o Beginning to build lasting relationships with customers through knowledgeable communication and meeting requirement for proactive calls to ensure service expectations are met.

o Ensure domestic orders are entered on-time and review daily.

o Manage all aspects of order cycle including any troubleshooting to ensure customer satisfaction and hassle free interface. (I.e. orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc.).

o Perform all functions of job position using various computer applications and channels of communication.

o Effectively manage work situation of moderate degree of complexity, which could impact company image and/or sales dollars and cost.

o Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales where necessary using independent judgment.

o Handle assigned projects in addition to daily tasks independently

o Responsible for promoting and training customers on all ecommerce tools and solutions. Maintain and seek understanding of existing and new ecommerce solutions.

o Partner with sales to understand sale growth initiatives and company value propositions.

o Coordination with supervisors to authorize additional expenditures when appropriate to ensure service delivery and customer satisfaction levels are maintained.

25% - Service, Communication and Teamwork

o Improving service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer’s needs, new products, product availability and the production plans.

o Meeting phone coverage requirements to provide world class customer service.

o Actively participating on teams by contributing skills and appropriate knowledge to continually achieve better solutions and results.

o Knowledge and compliance to all pertinent processes, policies and standards, both departmental and company-wide, needed to perform your primary responsibilities.

REQUIREMENTS

· Entry level role, would like the individual to have strong communication skills and prefer some exposure working with customers or over the phone.

· Intermediate PC skills; include Microsoft Office suite

· Individuals in the position must be results orientated, organized, able to multi-task, work in a fast paced team environment and possess a strong customer- focused attitude: highly personable, accurate, relates well with people, service oriented, and a positive attitude.

· Action oriented and high energy to work in a challenging, changing and flexible environment.

· Ability to prioritize and manage workload to meet customer demands and deadlines.

· Strong communication skills; written, telephone, speaking, reading and listening

· Effective problem solving skills and ability to make decisions independently.

DEMONSTRATES PROFICIENCY IN THE FOLLOWING COMPETENCIES

· Responsive to change – Adapts quickly to changing circumstances

· Individually responsible for results – Engages in activities and experiences that strengthen contribution to the organization

· Model collaboration and commitment – Focuses on team success before individual success

· Focus on customers – Creates an experience for customers, delights customers by providing exceptional value and service

· Demonstrates operational excellence – Continually looks for new and better ways to achieve results and shows functional/technical proficiency in work

· Demonstrates effective self-management and seeks new challenges that would add value to the organization and personal development.

PHYSICAL ENVIRONMENT

This is an office position with a majority of time spent at a desk on the phone and computer – MINIMUM TRAVEL REQUIRED (<5%)

Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

Job Location
Irvine, California, United States
Position Type
Full-Time/Regular
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