Junior Customer Service Representative

Kuehne Chemical Company, Inc•Kearny, NJ

21h

About The Position

The Junior Customer Service Representative ensures the delivery of excellent customer service through the fast and accurate processing of orders, communication, and coordination with other departments to resolve inquiries. The representative will interact with the company's customers by addressing inquiries, entering and coordinating orders and fulfillment, and resolving complaints/issues.

Requirements

Excellent communication skills, including active listening.
Service-oriented, able to resolve customer issues.
Ability to stay calm when customers are stressed or upset.
Ability to juggle multiple projects simultaneously.
Proficient computer skills (Microsoft Office and related programs) and the ability to learn new software.
Must be able to pass a 10-panel controlled substance testing and random testing after that.
Must be able to pass a background investigation check and maintain in good standing order, as per TSA’s TWIC criteria.
High school diploma or equivalent.
1.5 years of experience in Customer Service-related functions.
Previous customer service experience required.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

Nice To Haves

Some experience with the product or service to which the specialist will be assigned is preferred.

Responsibilities

Interact with customers via telephone, email, online chat, or in person to provide support and information on Kuehne products and services.
Process orders received via phone/fax/email or other means.
Communicate and coordinate order details/issues with production, sales, distribution, carriers, and management to fulfill and expedite orders, including emergencies outside of business hours.
Produce shipping documents.
Review orders and ensure accuracy and completeness.
Verify customer information is correct and up-to-date.
Prepare order reports as directed.
Set up new customers in the order system.
Receive and assist in responding to customer complaints/issues.
Field customer questions and complaints when the issue is beyond the agent’s knowledge and forward them to the Customer Service Supervisor.
Train junior customer service representatives.
Produce order reports as directed.
Keep records of customer interactions, transactions, comments, and complaints.
Be trained and available to backup other key roles within KCC sales group (Administrative, Bids, Marketing, etc.).