Job Details | Customer Service Specialist

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Flinn Scientific, Inc.

Location: chicagoIL 60614 Document ID: AA214-53AZ Posted on: 2016-05-2605/26/2016 Job Type: Regular

Job Schedule:Full-time
Minimum Education: Not Specified2016-06-25
 

Customer Service Specialist

SUMMARY

Under general supervision, provides a variety of customer support services, which primarily includes processing all telephone orders as well as answering, and resolving basic customer questions, problems and complaints.

EXPECTATIONS IN REGARDS TO BEHAVIORS

The Flinn Scientific Mission, Vision and Values, commits each one of us to build strong relationships with our customers and teammates.  These relationships are built upon a foundation of open communication, honesty, trust and respect.  Flinn has adopted the 10 Principles of Personal Leadership as our defined method for achieving personal growth and success as a team.  The principles define the behaviors we will use to work with one another and achieve continuous improvement in our roles, as well as in our relationships.  We believe that by utilizing the same tools for communication and by each team member committing to practice the principles, the culture created will push us forward in our ability to achieve both personal and company goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following and are intended to represent the principal elements of the position. They are not totally inclusive and other duties may be assigned.   

Customer Service Duties and Responsibilities:

  • Answers calls distributed by the ACD System managing a call volume consistent with established goals of a 3% average log-out time.
  • Processes direct entry of customer orders received by telephone with 99% accuracy and maintains a 3.0 average in phone monitoring standards. 
  • Follows all established CRM procedures, obtaining necessary data from all communication channels (phone calls, email, show cards, etc.)
  • Properly codes and links all phone orders taken via the call center with 98% accuracy, with no more than 1% of orders taken being coded "99".  Assists CRM department in correctly linking "77" and "99" orders with 99% accuracy.
  • Responds to customer questions on price, product line, shipping options/charges, ship date, order status, and billing/invoices.
  • Assists customer in determining which product(s) they need and provides product suggestions and alternatives for the customer, as appropriate. 
  • Answers customers' technical questions using reference material/programs provided; forwarding callers to technical service when necessary.
  • Investigates and satisfactorily resolves customer problems/complaints by entering information into the system for replacements, returns, and credits by using the applicable system programs.
  • Traces shipments and arranges for damage inspections with carriers as well as completing claim information as necessary.
  • Composes and produces professional, business-like customer correspondence utilizing Windows based software.
  • Processes customer requests for samples, catalogs and promotional materials.
  • Assists order processing and marketing departments with entering orders and quotes as well as processing convention and safety seminar correspondence and other special projects,  as time allows, often in between handling customer calls.
  • Performs other duties, both within, and outside of department as assigned or requested.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from a four-year college or university plus 1 year of relatable experience preferred.

4 years of relatable experience will be considered in substitution of the education preference. 

OTHER COMPETENCIES/SKILLS REQUIRED:

  • Displays excellent communication skills and is responsive to customer's requests with the appropriate level of urgency.
  • Proficient at defusing sensitive customer issues and turning them into positive opportunities that are a win for both the customer and Flinn.
  • Excellent telephone etiquette including ability to effectively and professionally communicate with customer.
  • Ability to identify, analyze and solve problems.
  • Ability to read and follow procedures, speak effectively with both external and internal customers via telephone and email.
  • Computer literate – working knowledge of Microsoft Office (Outlook, Word, Excel) and can type at a rate of 50 wpm.
  • Recognizes the importance of, and performs responsibilities in accordance with Flinn's "Customer First" business philosophy.
  • Deadline oriented - able to work effectively under very narrow time limitations to produce accurate results.
  • Uses initiative and judgment in dealing with customers, workflow and uncertain situations.
  • Pays meticulous attention to detail especially in proof reading correspondence.
  • Demonstrates follow through.
  • Consistently able to handle interruptions to work flow especially during periods of peak telephone calls.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is required to sit at a desk/computer workstation and use hands and fingers to operate a computer keyboard while in telephone contact with customers.  Specific vision abilities required by this job include close vision and ability to repeatedly adjust focus from paperwork, to console, to computer screen and back. This position also requires employee to occasionally stoop or kneel to file.

 

WORK ENVIRONMENT 

Normal office environment.  Individual may be required to occasionally work unplanned overtime by completing a customer phone call after their normally scheduled quitting time.  Individual may also need to very occasionally work scheduled overtime by attending new product/department meetings before their normally scheduled start time or on a Saturday morning.

     
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