NATURE AND SCOPE:

The Customer Service Representative responds to customer telephone and fax inquiries; takes product orders; follows up on inquiries and orders; ensures timely shipment of orders; verifies credit standing; provides or recommends solutions to a wide variety of problems; provides information about the product lines to customers and works with minimal supervision and direction to ensure WOW customer service.
PRINCIPAL ACCOUNTABILITIES:

* Proficient in Movex and SalesForce as it relates to the order entry process; order entry, notating important customer information, inventory management screens (backorders/allocations), customer master, and confirmations/invoices.

* Proven attendance record.
* Process department faxes, email and mail orders within 1 hour of receipt.

* On call rotation for Sales Rep and Flu queues. Includes answering customer requests, checking product availability, prices and account status.
* Deliver Wow! Customer Service on every call; including up selling, offering alternate products and services, and promoting various marketing/sales programs.

* Maintain an average Call Quality score of 80% or higher.
* Maintain all customer files.

* Answer a minimum of 10% of calls for assigned queues and orders.
* Maintain an order accuracy percentage of 99.8% or higher.

* Work with other departments to manage and ship product in most efficient manner.
* Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.

* Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the Company. Immediately report any concerns or violations.

* Display dedication to the position responsibilities and achieve assigned goals and objectives.

* Other duties as assigned.

DIMENSION:

Annual sales of $1,000,000,000

Approximately 300 customer service calls in department per day with an average of 50-60 per person. Call volume fluctuates depending on the season
SUPERVISORY RESPONSIBILITES:

None.
KNOWLEDGE, SKILLS AND ABILITIES:

* Represent the Company in a professional manner and appearance at all times.
* Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.
* Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
* Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.

EDUCATION AND EXPERIENCE DESIRED:

* HS Diploma or equivalent.
* Minimum 2 years experience in a customer service environment, preferably call center. Proven experience providing “above and beyond” customer service.
* Experienced in order entry, processing live customer call orders and researching account information as well as handling complaints and billing inquiries.
* Excellent oral and written communication skills.
* Positive attitude and team player.
* Follows established procedures and processes with little deviation.

TYPICAL OFFICE ENVIRONMENT:

No unusual exposures.
EQUIPMENT USED:

Operate office equipment.
PHYSICAL REQUIREMENTS:

While performing the duties of this position, the employee is required to regularly use hands to finger, handle or feel objects, tools, controls and equipment. The employee must be able to walk, sit and stand. The employee occasionally lifts up to 20 lbs. and occasionally kneels and bends.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.