Job Description

PLEASE NOTE: THIS IS NOT A CALL CENTER ROLE

We have an exciting role for a passionate and self-driven Customer Service Representative. As we continually expand our services and client portfolios, we look to add to our existing, dynamic team of highly professional Customer Service Representatives!

The Customer Service team works closely alongside the Business Development team in providing exceptional service and support for our customers through daily contact with customers and they are responsible for managing the customer’s expectations and overall experience.

CUSTOMER SERVICE TEAM RESPONSIBILITIES

Along with our Business Development Representatives, the Customer Service team is directly responsible for the customer experience.

Structured Customer Service Rep Responsibilities include:

1. MANAGING CUSTOMER ORDERS FROM RECEIPT OF ORDER TO DELIVERY OF PRODUCT. __

Managing customer’s expectations of their orders with continuous updates regarding status of order until the delivery of product:

a. Receipt of Order

b. Confirming Receipt of Order

c. Initiating production of product to fulfill orders

d. Establishing, preparing and coordinating shipping

e. Tracking of shipped orders

f. Creating and sending invoices

g. Closing of project

h. Collection of Invoice

2. ORDER STATUS UPDATES TO BUSINESS DEVELOPMENT REP:

a. Daily collaboration in ensuring customer’s requirements are met

b. Order Status Weekly Meeting

c. Order Tracking Sheets

• Real time Order Status tracking
• Open Invoices Reporting

3. WORKING WITH BUSINESS DEVELOPMENT IN ESTABLISHING NEW ACCOUNT PROGRAMS AND THE OVERALL SUPPORT OF ACCOUNT:

a. Coordination of samples

b. Following up on Customer initiatives

4. UNDERSTANDING THE CUSTOMER:

a. The Customer Company Structure

b. Key Contacts

c. Customer Procedures

(Each customer will have different requirements but keeping consistent procedures across all accounts ensures Account Managers and Business Development Reps understand their respective responsibilities and expectations)

d. Customer Specific Product Education: Understanding the parts as more than just part numbers

• Store Visits to understand how customer is using our products
• Creation of Product Reference Sheets

e. Establish and maintain on-going customer relationships with various parties to anticipate and resolve potential problems.

JOB REQUIREMENTS

1. THIS JOB WILL REQUIRE A PROACTIVE AND SERVICE-ORIENTED APPROACH:

a. Highly Organized

b. Expertise in Interpersonal Communication (written and verbal)

c. Detail Oriented

d. Self-Motivated

2. EXPERIENCE:

a. Customer Service

b. Management

c. Accounting/ERP Software

d. Sales experience not required but would be beneficial

3. EXPERTISE IN USING:

a. Microsoft office

• Outlook
• Excel
• PowerPoint
• Word
• Familiarity in OneNote, Access and Teams

Company Description

PRC Group was founded in 2010 under the banner "Passionate about People". We set ourselves very high standards and continue to push the boundaries. We are an established HR Consulting and Recruitment practice and work with only the best clients, candidates and internal staff members. If you are interested in knowing more about PRC Group and what sets us apart from the rest, come and talk to us today and let us show you what we have to offer!