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Customer Service Rep

Company Name:
Quest Solutions Group, Inc
Major Responsibility: Provide the best customer satisfaction to the organizations customers by addressing and resolving customer inquiries and problems, processing orders, tracking bids, resolving billing issues in accordance with company policy and procedures.

Essential Tasks:
1. Research and respond to customer requests for quote, part availability, order status, and related requests in a timely fashion (daily).
2. Process and confirm customer orders utilizing ERP system(s). As assigned, solicit additional business/purchase orders, handling part allocations, invoicing, credits and filing of customer orders.
3. Issue and follow through on all day to day Return Adjustment Authorizations (RAA s) or annual returns with customer, Sales and Accounting as necessary.
4. Using company approved methods; build strong relationships with customers and actively solicit feedback from them about company performance. Monitor and troubleshoot supplier and customer satisfaction ratings and communicate to National Sales Managers and Leadership Team.
5. Review Backorder reports to provide timely order status updates to customer.
6. Assist in collection of past due accounts.
7. Maintain proficiency in ERP, OASIS and EDI systems.
8. Per VHBMS and VHOP, follow all procedures as it relates to this position and represent the needs of the customer in accordance with Company policies and procedures (voice of the customer).
9. Perform related tasks or special assignments and provide backup within department as assigned.

Organizational Relationships: Reports to Customer Service Manager -has no direct reports. Works with Sales, Inventory Planners, Distribution Center, Marketing and Product Management, Pricing, Accounting, and Technical Service

Educational Requirements: High School Diploma or equivalent. Associates or B.A. Degree preferred.

Experience Requirements: 3 - 5 years customer service experience, excellent verbal and written
communication skills. Proven ability to handle issues quickly and accurately in both the interest of the customer and employer. An active listener with strong attention to detail. Highly motivated person with willingness to make sound decisions in stressful situations. Proficient in pc software (Microsoft Suite) and previous experience in ERP systems. Experience in high volume call center environment is preferred.


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