PURPOSE: The Customer Service Representative (CSR) is responsible for interacting with customers via the phone to process orders for products and services for worldwide distribution. This position requires excellent interpersonal and communication skills, a command of the ACC ordering system and an in depth knowledge of the products and their uses. The CSR needs to be comfortable with speaking with customers to build rapport, and be able to resolve minor disputes amiably so as to retain the customer’s loyalty to ACC.

KNOWLEDGE AND SKILL REQUIREMENTS:

• Data entry skills
• Excellent verbal communication skills
• Self-starter, highly motivated with the ability to multitask in a fast paced environment
• Willing to learn new technologies
• Microsoft Excel, Word
• Knowledge of ACC products

EDUCATION AND EXPERIENCE:

• Must have 3-5 years Customer Service experience preferably in a GMP/ISO product environment
• Must have a minimum of a High School diploma or equivalent combination of experience and education required.

GENERAL COMPETENCIES:

• Communicates well (written and verbal), delivers presentations, has good listening skills
• Performs tasks with a computer. Email, research, interaction with others via the internet. Creating and editing documents typically utilizing MSOffice; word documents, spreadsheets and create a slide presentation (power point). The level of proficiency is defined by the requirements of the position held
• Good listener, committed to finding solutions to problems, works well with difficult people
• Works well with internal and external customers, promotes a positive image of the company, strives to solve issues raised by customers
• Able to reach fact-based decisions, takes thoughtful approach when considering options, seeks input from others, makes difficult decisions
• Meets deadlines, works independently, accountable, maintains focus, punctual, good attendance record
• Honest, accountable, maintain confidentiality
• Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit and/or the organization; provides individuals information so that they can make accurate decisions; is timely with the information. Effectively communicates up and down the chain of command.
• Takes action, seeks new opportunities, strives to see projects to completion within the boundaries of the job description
• Builds strong relationships, is flexible/adaptable, works well with others, solicits feedback
• Information is organized and accessible, maintains an efficient workspace, manages time well.
• Manages workload, works efficiently, and meets goals and objectives.
• Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services, compliant with quality system requirements.
• Meets deadlines, establishes appropriate priority, gets the job done in a timely manner.
• Accountable to team, works to meet established deliverables, appreciates view of team members, respectful.

• Process customer orders via fax, phone and email
• Provide inventory alerts to manufacturing
• Support sales by providing literature, forwarding sales leads, coordinating technical support
• Perform workshop registration
• Invoicing for all services and billing for orders
• Process orders
• Maintain and Manager customer database and files
• Issue return authorizations
• Initiate complaint forms