Customer Service in Santa Fe Springs, CA at Volt

Date Posted: 7/23/2020

Job Snapshot

Job Description

We are seeking a candidate with a minimum of 2 years customer service experience and/or training; or equivalent combination of education and experience. Chemical distribution experience would be great but is not required.

The Customer Service Representative is responsible for accurate and timely processing of customer orders. The process will cover all aspects of order management & fulfillment, including entering the order, coordinating with shipping department, following up with purchasing, communicating with customers and troubleshooting problems. Responsibilities include managing and analyzing customer accounts, monitoring the logistics of order fulfillment, and assisting with sample requests when needed. 

This position reports directly to the Customer Service Manager. The role is to be part of a department that will assist each other by providing back up when needed. In this position you will be working closely with the warehouse staff, accounting personnel, supply chain and the sales team as needed.

Essential Duties and Responsibilities include the following. Other duties may be

assigned as necessary.

1. Manage all aspects of order process, from order entry to order fulfillment as well as assisting clients to troubleshoot order-related issues.

2. Build relationships with assigned client list and gain deep understanding of client needs; proactively work to provide options and opportunities for individual clients. 

3. Work with clients to obtain forecasts, price quotes, and process sample requests. Communicate effectively with sales representatives, purchasing and shipping departments to ensure client needs are covered. 

Competencies 

To perform the job successfully, an individual should demonstrate the following

competencies:

  • Cooperation – Establishes and maintains effective relations; exhibits tact and consideration; displays positive outlook and pleasant manner; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts. 
  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. 
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. 
  • Communications - Expresses ideas and thoughts verbally and in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. 
  • Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. 
  • Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.