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As an Associate Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail and/or walk-ins to provide inquiry or problem resolution. You will resolve routine and basic problems and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.

Responsibilities:

+ Interacts with customers by phone or in person to provide information and to ensure best service possible.

+ Handles and resolves customer complaints, special orders, or returns in-store, via phone or mail.

+ Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.

+ Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.

+ Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.

+ Refers unresolved customer grievances to designated departments for further investigation.

+ Completes customer invoicing.

+ Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager, whether customer sales and service or outside sales should manage opportunity.

+ Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.

+ Prepares for, attends, and participates in weekly sales meetings.

+ Remains current on industry trends, market activity and competitor products.

Qualifications:

+ High School Degree or Equivalent required; Associate degree (U.S.)/College Diploma (Canada) preferred

+ 0-2 years of relevant experience

+ 1 year of sales experience preferred

+ Direct Sales (B2B) experience preferred

+ Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred

+ Knowledge of principles and processes for providing customer and personal services including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

+ Ability to build working relationships with other functional areas to best support mutual objectives

+ Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers

+ Ability to research and resolve customer issues

+ Strong written and verbal communication skills

+ Basic computer skills

+ Ability to effectively prioritize and execute tasks

+ Ability to build and maintain long-term relationships with customers

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