Customer Service Representative - Philadelphia, United States - HOLTS CIGAR CO

HOLTS CIGAR CO

Verified Company

Philadelphia, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Summary

Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns.

By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.

Shift 11:30AM to 8:00PM and some Saturdays.

Tasks:

Check to ensure that appropriate changes were made to resolve customer's problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customer's service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Escalate unresolved customer grievances to supervisor or manager for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions, etc.
Communicate with Customer Service Reps regarding customer information
Communicate with department and assist where needed
Enter prospects in DAX
Initiating RMA's and RTN's
Input orders through DAX
IPCPR learn specials and input orders accordingly
Maintain followup making calls timely and communicate with A/R
Processing backorders enter & fill / Making outbound calls to get customer approval for shipping
Process batches and 1st checks
Track orders through UPS
Update DAX customer cards as needed
Addresses, Notes, etc.
Inform manager to process credit and or debit memo forms
Assist with making samplers and preparing shipments
Remove, sort and distribute department faxes
Maintain picking ticket files
Promote new products
Other duties as assigned
Ensure all customers are of legal age to purchase tobacco products
View orders, take additional steps to ensure fraudulent activity has not occurred

Work Activities:

Getting Information
Interacting With Computers
Communicating with Persons Outside Organization
Communicating with Supervisors and Peers
Establishing and Maintaining Interpersonal Relationships
Making Decisions and Solving Problems
Updating and Using Relevant Knowledge
Processing Information
Resolving Conflicts and Negotiating with Others
Organizing, Planning, and Prioritizing Work

Detailed Work Activities

Discuss goods or services information with customers or patrons.
Promote products, services, or programs.
Provide notifications to customers or patrons.
Refer customers to appropriate personnel.
Respond to customer problems or complaints.

Qualifications
Education and Experience

Years of Experience 1
Education High School/GED

Skills
Basic Skills
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Active Listening

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Speaking
Talking to others to convey information effectively.
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Reading Comprehension
Understanding written sentences and paragraphs in work related documents.

Social Skills
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Service Orientation
Actively looking for ways to help people.
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Social Perceptiveness
Being aware of others' reactions and understanding why they react as they do.

Complex Problem Solving Skills
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Complex Problem Solving
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Resource Management Skills
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Time Management
Managing one's own time and the time of others.

Desktop Computer Skills
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Databases
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Navigation
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Spreadsheets

Knowledge
Required