Data Entry & Customer Service

JOB LOCATION: Indianapolis - Downtown Area

SHIFT: Monday-Friday - Must be flexible to work 7am-4pm or 8am-5pm

STARTING PAY: $14/hr

JOB SUMMARY: Under general supervision, the Customer Service Representative will assist the sales team to ensure customer retention and satisfaction. Responsibilities will include but not limited to providing customer service, resolving customer issues/problems, and performing administrative duties for the sales team.

ESSENTIAL FUNCTIONS:

• Maintain relationships and respond to customer requests for information by phone, person, or written correspondence.
• Responds to customer requests and questions regarding service, products or account information.
• Receive and process sales orders, back orders, and open orders. Will follow approved procedures and process orders in a courteous, efficient and timely manner.
• Inform the customer with product availability, delivery information, and any other pertinent information needed by the customer.
• Attend to customer complaints and concerns immediately, and facilitate satisfactory resolution. Will keep customers informed of action plans and problem resolution timeline. Provide timely feedback to Sales regarding any customer concerns or service failures.
• Confers with purchasing, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Will process product returns and calculate freight charges.
• Research products and product pricing as requested. Double check pricing with the Sales Manager or Territory Managers.
• Write Process Improvement Reports and report them in the Monday Staff Meeting.
• Partners with the sales team to meet and exceed customers’ expectations.
• Research, analyze, and compile information, as appropriate; and prepare other reports provided by the organization.
• Trains new associates and other company personnel on customer service processes and procedures.
• Perform administrative duties for the sales team.
• Will be back-up for answering a multi-line phone system following approved telephone procedures.
• Accurately update contact names and customer information to ensure database integrity.
• Maintain a high level of product and vendor knowledge.
• Maintains effective working relationships and exhibits a professional manner in dealing with others.
• Conform with and abide by all established policies, work procedures and instructions.
• Must assume responsibility for accuracy and timeliness of work product.
• Regular attendance. Must not exceed 40 hours worked per week without prior written management approval.
• Availability to work evenings and weekends when required.
• Performs other duties and responsibilities as required or requested.

RESPONSIBILITY AND AUTHORITY:

1. Primary job functions do not typically require exercising independent judgment.
2. Equipment or Machinery: Reasonable care and operation of standard office equipment, such as personal computer, calculator, copier, fax machine, and telephone.
3. Business Contacts: Maintain excellent relationships through tact, good judgment, and an exceptional ability to establish and maintain effective personal relationships with vendors, customers, and other company personnel. 

MINIMUM REQUIREMENTS:

Requires a high school diploma or equivalent. Must have at least one year of customer service experience. Must possess excellent customer service skills with a high level of professionalism. Knowledge of principles and processes for providing customer service. This includes customer needs assessment and meeting quality standards of services.

Must be able to communicate ideas or problems clearly, concisely and in a timely fashion. Ability to work under pressure, performs multiple tasks at once, and interacts well with others. Ability to speak and communicate well with customers, vendors and other company personnel.

Must be skilled in Microsoft Office Suite or equivalent to include word processing, creating spreadsheets, and electronic transmissions of communication.

Must be able to sit for long periods of time.

REQUIRED SKILLS:

• Excellent customer service skills.
• Strong interpersonal skills and the ability to work effectively for a diverse team-oriented company.
• Excellent verbal and written communication skills.
• Strong listening skills.
• Strong analytical and problems solving skills.
• Ability to effectively manage time, prioritizes multiple responsibilities, and must be detail-oriented.
• Ability to deal with customers, vendors, and all channels of distribution to assess and analyze situations. 

Integrity Staffing Solutions is an Equal Opportunity Employer. Any offer of employment is contingent on successful completion of background and drug screening.

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