Customer Service Representative

Trijicon, Inc • Wixom, MI • 1d ago

Job Description:

A customer service representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The most successful CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. CSRs love to talk but understand the importance of time management. Customer service representatives can put themselves in their customers' shoes and advocate from them when necessary. Customer feedback is priceless, and CSRs will gather that for Trijicon and report it to their manager. Problem-solving is a must and comes naturally to a CSR. CSRs are confident at trouble-shooting and investigate if they don't have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Job Responsibilities:

Ability to handle large amounts of incoming calls

Identify and assess customers' needs to achieve satisfaction

Answer customer e-mails as required

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team targets and call handling metrics

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions and input to customers' contact record in ERP system

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Responsible to access and process on-line orders as assigned

Ensure appropriate production staff are notified for all orders over 50 pieces or notified of special assembly requirements (Example: rarely used reticles)

Ensure international order processing requirements are followed; Ensure Export License is valid, Ensure US Customs Border requirements are completed

Appropriately escalate customer concerns and dissatisfaction(s) to Manager

Ensure customer issues are promptly and successfully solved by working with the appropriate departments

Accountable for achieving department performance targets and individual goals per performance review

Identify continuous improvement opportunities

Support Trijicon's ISO 9001:2008 Quality system by following established procedures and work instructions

Perform other duties/projects as assigned by Supervisor or Manager

Requirements:

Proven customer support experience as a customer service representative

Strong phone contact handling skills and active listening

Familiarity with CRM systems and practices

Customer orientation and ability to adapt/respond to different @types of customers

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Data entry and/or order entry experience

Knowledge of our products and/or departmental instructions preferred

Excellent interpersonal and communication skills

Proactive problem -- solving skills and Patience

Knowledge of Trijicon products/usage a plus (training will be provided)

Proficient in the following computer programs: SAP (ERP) , Microsoft Outlook, and Adobe Acrobat

Education:

High school graduate or GED equivalent

Reasoning Ability:

Ability to apply common sense understanding, follow detailed and uninvolved written or oral instructions. Ability to deal with problems involving

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