Customer Service Representative (CSR)

SERVICE LEVEL AND PRODUCTIVITY
1. Provide professional and efficient customer service as guided by
the defined process and procedure, using tools and systems, within
the assigned function or scope of work as follows:
2.

o Pricing and Availability
o Purchase Order Entry
o Order / Shipment Status
o Product Lead Times
o Call Back / Follow Up Call
o Cross Reference
o General Product Information
o Sending Invoices
o Coordinating with Sales on details on missing details on
Order Entry
o Setting up new vendors in the system
2. Provide professional and accurate solutions for customer concerns
through implementing the following:
o Expedite Orders
o Invoice Corrections
• Return Goods Authorization / Direction
• Updating Contact Information in the system
• Coordination with sales on any discrepancy on their return
request
• Credit and Debit
o Special Build and Drop Off Orders
• Tracking, correction, and processing of missing, misread
or incomplete purchase orders
o Customer complaints including, but not limited to, missed
shipments and incorrect drop-offs and requests for credit

3. Manage efficient usage of production time and company resources
through the following:
• Maintaining productivity within acceptable transaction volume
levels
• Accuracy in Interaction Handling