Customer Service representative--CSCSB5

Long Description

General Characteristics and purpose
Receives and processes customer orders, inquiries and/or complaints covering items or products ordered, using knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer, while maintaining an ongoing relationship with selected customers and sales staff.  

Representative Activities

• Records and processes orders and/or inquiries received by mail, telephone, and/or through customer personal contact.
• Provides pricing, availability, and schedule information within established guidelines.
• Suggests alternative products or services to meet customer needs.
• Checks and approves credit within established limitations and confirms orders.
• Obtains resolution of routine customer complaints and issues.
• Serves as communication link between customers and sales staff to assure responsiveness.
• Tracks order activity, and alerts appropriate staff of any potential delivery problems.

 
Scope Variants
Autonomy

Works within well-defined and standardized procedures and practices and is supervised on progress and results by manager. Provides guidance and assistance to new or less experienced customer service representatives

Stakeholder Management

Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed

Complexity

Receives and processes highly complex customer orders, inquiries, and/or complaints covering items or products ordered