Job Title: Customer Service Representative
Department: General Office
Reports To: David L. King, General Manager
Prepared By: Nolan Jackson
Prepared Date: December 18, 2018
Approved By: Nolan Jackson
Approved Date: December 18, 2018
POSITION: CUSTOMER SERVICE REPRESENTATIVE
- SALARY: OPEN – Depending on experience.
- TRAIL PERIOD: 3 Months with reviews.
- WORK HISTORY: Applicant must have a minimum of 1+ years’ experience in sales.
- Benefits: Standard, Southwest Corrugated,Inc., provided benefits on the 90th day of employment, including the following:
- Healthcare employee/company paid
- Short and Long Term disability insurance company paid
- Life Insurance of $ 30,000.00 company paid with a buy-up provision employee paid
- Dental Coverage available employee paid
- Sick days 5 per year for employee only if needed
- Vacation 2 weeks beginning after 1 full year of employment (Accrued monthly at 1.16 days)
- Section 125 Prepaid Medical Plan voluntary
- Holidays, 9 days per year paid
- 401K Retirement Plan on 1st week of employment (Safe Harbor company contributes 3% of employees gross weekly income into the plan) employee is not required to participate
- Works with our sales staff by handling their orders and assist with company’s customers by entering their orders in our system making the information is given to our operation group for delivery of all products ordered.
- Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services.
- Answer customers’ questions about products, prices, availability, product uses and credit terms.
- Quote prices, credit terms and other bid specifications.
- Emphasize product features based on analyses of customers’ needs, and on technical knowledge of product capabilities and limitations.
- Maintain customer records, using the company’s automated systems.
- Identify prospective customers by using business directories, following leads from existing clients.
- Prepare purchase orders or letters of commitment for orders obtained, and submit orders for processing.
- Select the correct products or assist customers in making product selections, based on customers’ needs, product specifications, and applicable regulations.
- Collaborate with colleagues to exchange information such as selling strategies and marketing information.
Sales and Marketing: Knowledge of principles and methods for showing, promoting, and selling products or services.
Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Production and Processing: Knowledge of production processes, quality control, costs, and other techniques for maximizing the effective distribution of goods.
Speaking: Talking to others to convey information effectively.
Persuasion: Persuading others to change their minds of behavior.
Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Time Management: Managing one’s own time and the time of others.
Negotiation: Bringing others together and trying to reconcile differences.
Service Orientation: Actively looking for ways to help people.
Social Perceptiveness: Being aware of others’ reactions and understanding why they react as they do.
Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
Speech Clarity: The ability to speak clearly so others can understand you.
Speech Recognition: The ability to identify and understand the speech of another person.
Written Comprehension: The ability to read and understand information and ideas presented in writing.
Written Expression: The ability to communicate information and ideas in writing so others will understand.
Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense.
Near Vision: The ability to see details at close range (within a few feet of the observer).
Problem Sensitivity: The ability to tell when something is wrong of is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Selling or Influencing Others: Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.
Communicating with Persons Outside Organization: Communicating with people outside the organization, and representing the organization to customers, the public, government, and other external sources; this information can be exchanges in person, in writing, or by telephone or e-mail.
Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, written form, e-mail, or in person.
Making Decisions and Solving Problems: Choose the best solution and solve problems by analyzing information and evaluating results.
Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.
Analyzing Data or Information: Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
Interacting With Computers: Using computers and computer systems.
Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.
Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish you work.
Telephone: How often do you have telephone conversations in this job?
Contact with Others: How much does this job required the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Deal with External Customers: How important is it to work with external customers or the public in this job.
Duration of Typical Work Week: Number of hours typically worked in one week.
Electronic Mail: How often do you use electronic mail in this job?
Face-to-Face Discussions: How often do you have to have face-to-face discussions with individuals or teams in this job?
Freedom to Make Decisions: How much decisions making freedom, without supervision, does the job offer?
Structured versus Unstructured Work: To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?
Impact of Decisions on Co-workers or Company Results: How do the decisions an employee makes impact the results of co-workers, clients or the company?
Level of Competition: To what extent does this job require the worker to compete or to be aware of competitive pressures?
Initiative: Job requires a willingness to take on responsibilities and challenges.
Independence: job requires developing one’s own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Achievement/Effort: Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Persistence: Job requires persistence in the face of obstacles.
Dependability: Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Attention to Detail: Job requires being careful about detail and thorough in completing work tasks.
Adaptability/Flexibility: Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Integrity: Job requires being honest and ethical.
Stress Tolerance: Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Self Control: Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.