Customer Service Clerk in Rochester, NY

JK Findings Posted: 2021-06-10

Rochester, NY 14623


Summary: This position is primarily responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs.

Position Priorities: Customer Relations, Problem Resolution, Time Management

Position Qualifications:
1)Must partner with the Sales team to provide customers with service as outlined in your training plan and company policies and procedures.
2)Must accurately address customer issues and ensure effective and long-term relations.

Essential Job Functions:
1)Provide timely and accurate information to customers via phone, email, web and chat
2)Data entry of month-end reporting
3)Provide technical assistance to customers and suggest alternative solutions for out-of-stock items
4)Process customer orders/changes according to established company policies and procedures.
5)Process customer orders accurately through our ERP system to ensure timely shipments
6)Process customer returns according to established company policies and procedures.
7)Maintain notes on customer interactions and manage contact information
8)Work closely with the Accounting department and the Sales manager to resolve credit inquiries.
9)Provide timely feedback to the company regarding service failures or customer concerns.
10)Partner with territory sales rep, sales manager and CSR team to meet and exceed customer’s service expectations.
11)Perform other related duties as assigned.

This position has no supervisory responsibilities.

Education and/or experience: Associates degree relating to business. Prior experience working with wholesalers and distributors is preferred.

Language Skills: Working knowledge of the English language; Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondences; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Computer Skills: Strong computer skills, working knowledge of Microsoft Office products, and ability to work with web-based applications

Mathematical Skills: Ability to perform mathematical equations at Associates Degree level; Ability to perform mathematical equations using American money and weight measurements.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Interpersonal and Communication Skills: Strong communication skills: written, verbal and listening
Time Management: The ability to organize and manage multiple priorities.

Physical demands: 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 individuals with disabilities to perform the essential functions as long as they do not interfere with the safety and security of our operations and other employees, or cause an unreasonable hardship on the employer.

While performing the essential functions of this job, the employee is regularly required to sit, effectively communicate, and move through out the building.
The employee is occasionally required to work in small areas or areas which are low to the ground or high in the air, or awkward to get to.
The employee must occasionally lift/and or move up to 50 pounds.
Specific vision abilities required for this job include close vision, depth perception, and ability to adjust focus.

Work Environment: Due to the nature of the business of handling precious metals, all employees are strictly required to abide by our Metal Free Standards Policy.

The noise level in the work environment is usually moderate.

Position is an office environment with heat and air-conditioning.

The position, at times, can be of high stress.

Monday-Friday, 8:30am-5:00pm

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