Associate Representative, Customer Service

Key Responsibilities

• Respond to customer inquiries by telephone, e-mail, and/or walk-ins to provide inquiry or problem resolution.
• Resolve routine and basic problems and communicate solutions or requested information to the customer.
• Analyze a customer's service needs and refer to other service or technical departments for follow-up as needed.
• Interact with customers by phone or in person to provide information and ensure best service possible.
• Handle and resolve customer complaints, special orders, or returns in-store, via phone, or mail.
• Obtain and examine all relevant information to assess the validity of complaints and determine possible causes.
• Receive and process orders, provide information concerning pricing, changes in service, discontinuance, and shipping.
• Keep records of customer interactions and transactions, including details of inquiries, complaints, comments, and actions taken.
• Refer unresolved customer grievances to designated departments for further investigation.
• Complete customer invoicing.
• Identify additional product or service opportunities with existing or potential clients and determine, with the customer sales and service manager, whether customer sales and service or outside sales should manage the opportunity.
• Maintain regular contact with existing clients, continually working to understand new or existing "pains" and needs, and developing strategies to address them.
• Prepare for, attend, and participate in weekly sales meetings.
• Remain current on industry trends, market activity, and competitor products.

Requirements & Tech Stack

• High School Degree or Equivalent required.
• Associate degree (U.S.)/ College Diploma (Canada) preferred.
• 0-2 years of relevant experience.
• 1 year of sales experience preferred.
• Direct Sales (B2B) experience preferred.
• Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred.
• Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build working relationships with other functional areas to best support mutual objectives.
• Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers.
• Ability to research and resolve customer issues.
• Strong written and verbal communication skills.
• Basic computer skills.
• Ability to effectively prioritize and execute tasks.
• Ability to build and maintain long-term relationships with customers.