Customer Service Representative

KEY OUTCOMES (KPI's)
1) OUTCOME: Time Management
• Prioritize tasks based on urgency.
• Avoid time wasters.
• Take initiative to help others during downtime.
2) OUTCOME: Quality/Accuracy
• Complete internal and external requests and order entry with minimal errors.
3) OUTCOME: Turnaround Time
• Emails handled within 24 hours.
• Orders entered same business day.
• Service calls logged within 30 - 60 minutes.
4) OUTCOME: Call Response Under 5% Abandonment Rate
• Average speed of answer under 30 seconds.
5) OUTCOME: Completing other tasks as assigned
6) OUTCOME: Perform Consistent with Wildman Core Values
• Conduct yourself at all times and in all business interactions consistently with Wildman Core Values
CORE COMPETENCIES
*Action oriented:
Taking on new opportunities and touch challenges with a sense of urgency, high energy, and enthusiasm.
*Optimizes work processes:
Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Ensures Accountability:
Holding self and others accountable to meet commitments.
*Drives Results:
Consistently achieving results, even under tough circumstances.
Collaborates:
Building partnerships and working collaboratively with others to meet shared objectives.
Values differences:
Recognizing the value that different perspectives and cultures bring to an organization.
*Communicates effectively:
Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Instills trust:
Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Demonstrates self-awareness:
Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Self-development:
Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Nimble learning:
Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Situational adaptability:
Adapting approach and demeanor in real time to match the shifting demands of different situations.
STRENGTHS TO BE SUCCESSFUL
• High school diploma or equivalent required, previous customer service experience recommended.
• Proven experience in a customer-based role.
• Strong written and verbal communication skills.
• Proficient with Microsoft Office Suite or related software: Outlook, Word, Excel, PowerPoint and Internet Explorer.
• Effective time management skills with a proven ability to meet deadlines.
• Good judgement with the ability to make timely and sound decisions.
• Professional presentation and demeanor.
• Predictable and reliable attendance.
PRIMARY RESPONSIBILITIES

• Take incoming customer service calls, respond to and/or resolve customer inquiries/issues/requests, create detailed relevant information and route to appropriate service department personnel for follow-up and resolution, ensure customer needs are met.
• Works closely with internal teams to solve any customer issues or concerns.
• Various reporting, tracking, and data entry functions.
• Communications to and from internal and external customers, in the form of voice, fax, mail and electronic mail.
• Help facilitate customer information between office, production, sales teams and service teams.
• Maintain familiarity with product offering and promotions.
• Maintain customer confidence and protect operations by keeping information confidential.
• Follow all policies and procedures and reporting opportunities for process improvement and to maintain proper company operations.
• Other duties as assigned.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Must have the ability to sit at a desk for extended periods of time.
• Manual dexterity sufficient to reach/handle items and work with hands. Frequent use of computer keyboard and mouse for typing and data entry.
• Noise level can vary from quiet to moderately noisy, depending on the environment and the number of concurrent calls.
• Often engaging in repetitive tasks such as answering similar questions and data entry.
• General work in climate-controlled environments with appropriate lighting and ventilation. Ability to maneuver throughout the facility/facilities as needed.
• Light physical activity performing non-strenuous daily activities of a primarily administrative nature.