TF Customer Service Representative I (Administrative)

Provides customer service support to the company by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that excellent standard of service and high level of customer satisfaction is maintained.
Role and Responsibilities:
The essential roles, responsibilities and activities for this position are:
Confer with customer by telephone, fax or email to provide information about products and services, take or enter orders and quotes, cancel accounts or obtain details of complaints.
Keep records of customer interactions or transactions, recording details of inquiries, complaints or comments, as well as action taken.
Follow up with customers on outstanding and/or open orders, billing and shipping
Receives, processes and verifies the accuracy of standard orders and quotes from customer request s received via the telephone, email or fax and are completed same day if received by 5pm.
Thoroughly understand products in company catalog and use knowledge to help solve customer problems
Determine payment and shipping method, collect payment for any prepay account prior to shipping.
Facilitate effective order processing (releasing orders multiple times a day)
Create and distribute Return Authorization Form (RA) to resolve customer, customer service, shipping, billing and product failure, such as exchanging merchandise, refunding money, or adjusting billing.
Refer unresolved customer grievances to designated departments for further investigation.
Utilize company software systems such as Quote 2 Order, Fourth Shift.
Utilize computer scan system (RiteTime) to record work hours
Utilize Filehold to research archived orders and invoices
Utilize RingCentral phone system to answer, park, and transfer calls as well as paging and sending calls to voicemail.
Tasks as directed by manager.

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