Customer Service Representative [Archived] - Fort Collins, CO

Responsible for providing world class customer service to all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs.  She/he is the “face” of the organization on a daily basis and it involves daily problem solving to provide the customers with the best experience in support of the Brand.

Essential Duties and Responsibilities:

• Maintain detailed knowledge of company’s products, services, and policies.
• Provide timely and accurate information to customers asking about order status and company product information, using the phone, email, instant messaging and other electronic forms of communication.
• Process customer orders/changes according to established department policies and procedures, including special orders, & drop ship orders.
• Process customer returns and product change outs according to established department policies and procedures.
• Call customers when necessary about shipment delays, shipment tracking and/or information to enable order processing.
• Resolve customer complaints in a positive, timely, win/win manner. Document the customer problem/complaint and corrective action taken in accordance with Company/Department procedures.
• Partner with Field Sales Personnel to meet and exceed customer’s service expectations.
• Provides timely feedback to the Customer Service Supervisor regarding service failures or customer concerns. 
• Document and communicate as necessary in accordance with the individual and company.
• Maintain adaptive knowledge on all new product and program releases, completing applicable training when necessary.
• Develop and maintain a comprehensive understanding of the Force 1 handheld data collection units.  Works across functional boundaries to support internal and external field sales personnel on the Force 1 units.
• Coordinate with the Customer Service and Field Sales Management to create and fulfill sales opportunities through competitive pricing and timely follow up.
• Participates in department and interdepartmental process improvement teams. Works across functional boundaries to improve processes within the Company.
• Adapt to and excel with new technology as needed; including, but not limited to “instant messaging” and “live chat” electronic communications as well as other various social media applications.
• Populate/maintain CRM. Be able to access, contribute to and maintain the digital database with proficiency.
• Other duties as assigned.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skills and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school diploma or GED equivalent; or three years’ related experience and/or training; or equivalent combination of education and training. Knowledge of and familiarity with Social Media applications, understanding how to use these applications in a business environment

Language Skills:

Ability to read and understand instructions. Ability to follow, understand and assess established policies and procedures. Ability to converse with customers/sales personnel in person and through telephone conversations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to effectively communicate with customers and co-workers via email and instant messaging, in a clear, concise and comprehensive way

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to interpret a variety of instructions furnished in written, oral, diagram or virtual on-line classroom.  Must be a self-starter and able to perform tasks without direct supervision.  Demonstrates accuracy and thoroughness and monitors own work to ensure quality.  Maintains strict confidentiality at all times.

Other Skills and Abilities:

• Working knowledge and experience using Microsoft office: Outlook, Word, Excel, and Power Point.
• Able to work effectively with multi-functional teams and executive staff. 
• Take ownership and see work projects through to completion.

·         Must be able to maintain strict confidentiality at all times

Key Performance Indicators:

·         First call answered rate above 90%

·         Successful creation and updating of procedures

·         Be a positive contributor to the achievement of assigned departmental sales targets/goals.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, talk and hear.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision and peripheral vision.

Work Environment:

The work environment is a traditional office setting with the occasional need to perform duties in a warehouse/packaging/distribution environment and occasionally be exposed to fumes or airborne particles, risk of electrical shock and vibration.  The noise level in the work environment is usually low to moderate.  Office dress is business casual.