Customer Service Representative

Location: Westfield, MA

Department: Customer Service/Sales

Type: Full Time

Min. Experience: Experienced

Preferred Freezer Services of Westfield, LLC currently has an excellent opportunity for a full time Customer Service Representative. 

Position Summary: Process orders, research and resolve customer inquiries, and process necessary paperwork to complete the order process.

Essential Duties and Responsibilities:

  • Monitor faxes and distribute to appropriate department/person immediately.
  • Follow up with customers concerning problem orders from previous night.
  • Process orders in a timely fashion
  • Prepare order for keying, review and process orders
  • Resolve lot and description problem prior to releasing.
  • Contact customer by phone immediately to change or confirm any conflicts or changes on order.
  • Make corrections per customer instructions.

Oral/Written Communication:

  • Answer phone calls with a clear friendly greeting and always maintain positive demeanor.
  • Provide product information to customer.
  • Compose correspondence as necessary to advise customer of findings or present necessary information.
  • Take appropriate action on customer requests, inquires, reports, inventory levels and lot history.
  • Office functions
  • Fax customer copy of a signed bill of lading/transfer.
  • Match signed bill of lading with corresponding back up and scan in DocSurfer.
  • Match confirmed transfer with corresponding back up and scan in DocSurfer.
  • Match and scan confirmed tallies.
  • Mail original bill of lading/transfer/warehouse receipts to customer.
  • Match and file pink original of bill of lading.
  • Match and file warehouse receipt and yellow bill of lading for receipt file and second white copy of transfer to be filed in bill of lading file.
  • Match tally with corresponding warehouse receipt and file.
  • Scan picking copies.
  • Fax weekly/daily reports when requested by customer.
  • Share customer behavior patterns with team.
  • Perform other duties and responsibilities as needed.

Education/Experience:
High School diploma or general education degree (GED) and minimum of 1-2 years of customer-related experience; or an equivalent combination of relevant education and experience.

Knowledge, Skills and Abilities:

  • Good oral and written communication skills.
  • Excellent telephone manner and interpersonal skills.
  • Good research and analytical ability.
  • Detail-oriented; organized.
  • Good time management skills.
  • Keyboard dexterity.
  • PC proficiency, including knowledge of Word and Excel.
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