Position Summary:
This individual would be responsible for providing to the customer product, service, and transit information; processing orders; and resolving product and service problems. This is M-F 6:30 am to 3:30 pm job in Chino CA.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform
the following satisfactorily; other duties may be assigned. The CSR is responsible for providing service and support to customers through phone and email interactions and or order processing activities. The individual will be responsible for assisting customers with the ordering process including processing, verifying and changing orders when necessary while delivering a pleasant experience that will foster a lasting relationship between the customer and the client.
Record and maintain account information
Maintain customer records by updating account information
Act as liaison to facilitate issue resolution
Resolve product or service problems by clarifying the customer’s complaint, determine the cause of
the problem, select and explain the best solution to solve the problems, expedite correction or
adjustment, follow up to ensure resolution
Maintain financial accounts by processing customer adjustments
Recommend potential products or services to management by collecting customer information and
analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Prepare and process Billing, includes matching picking tickets to manifests, process manifests, review
invoice reports and review Open Order Que to ensure all manifests are invoiced
Contribute to team effort by accomplishing related results as needed. Performs other related duties
as assigned.
Competencies: To perform the job successfully, an individual should demonstrate the following.
Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against
standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes
calculated risks to accomplish goals.
Business Acumen - Aligns work with strategic goals. Conducts cost-benefit analyses. Demonstrates
knowledge of market and competition. Displays orientation to profitability. Understands business
implications of decisions.
Business Ethics - Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds
organizational values. Works with integrity and ethically.
Managing Customer Focus - Develops new approaches to meeting customer needs. Establishes
customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides
training in customer service delivery.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
function.
Customer Service Representative
Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Education/Experience:
High school diploma or general education degree (GED) with 5 years related experience or Associates Degree with 2 years experence.
Proficient in Microsoft Office applications including Outlook, Word, and ability to learn ERP.
Language Ability:
Read and comprehend simple instructions, short correspondence and memos. Write simple correspondence.
Effectively present information in one-on-one and small group situations to customers, clients and other
employees.
Mathematical Ability:
Add and subtract two digit numbers and multiply/divide with 10's and 100's. Perform these operations using
units of American money and weight measurement, volume and distance.
Reasoning Ability:
Solve practical problems and deal with a variety of concrete variables in situations where only limited
standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.