Job Description

Summary/Objective

The customer service representative position is responsible for all daily activities within the customer service department including but not limited to servicing customers, order entry, researching order or customer issues, processing RMAs, credits and backorders

 Essential Functions

• Provide daily dedicated account service and support for existing and new customers
• Process all assigned order entry tasks while meeting shipping cutoff times
• Communicate effectively with customers to resolve any errors or missing information within orders received
• Follow up with Purchasing team on backordered shipments and follow up with the customer on the status of orders.
• Process all necessary RMAs, billings, credits, rebills and reshipments
• Partner with Sales Rep and Sales Support team members to effectively manage assigned customers and work effectively to resolve problems, product support, account management, and quote or order statuses
• Answer incoming phone calls to Stauffer’s main phone line
• Assist and respond to customers utilizing the live chat function on our retail website
• Respond to all requests in a timely manner
• Appropriately escalate any customer issues to Supervisor

 Competencies

• Ability to research and solve problems effectively
• Focus on a positive customer experience
• Proactive and frequent communication (both written and oral)
• Ability to work under pressure
• Organization and time management
• Sense of urgency
• Team-player attitude that can work cross-departmentally

 Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, printers and copiers.

 Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk, but needs the ability to sit for long periods of time at a desk. Frequent use of hands to operate the computer.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m.

 Travel

No travel required

 Required Education and Experience

High School Diploma

Computer proficient and demonstrate experience working in a Microsoft office suite environment.

 Preferred Education and Experience

• Minimum demonstrated experience of 2 or more years working within a customer service or order entry position.
• Minimum demonstrated experience of 2 or more years working within a high-volume order processing environment. Specifically, working in an industrial distribution environment is also preferred.
• Account management

 Work Authorization/Security Clearance

Position requires the individual to be able to work in the United States. This position would not be eligible for visa sponsorship.

AAP/EEO Statement

Stauffer Glove and Safety is an EEO/AA/Female/Minority/Veteran/Disability Employer - See more at: http://www.StaufferSafety.com/careers/

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.