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Customer Service Representative

  • Location: South River, Middlesex, New Jersey
  • Job Type:Contract

Posted about 1 month ago

  • Sector: Professional
  • Start Date: 2021-11-08
  • Job Ref: 21-24222
JOB DESCRIPTION


JOB TITLE: Customer Service Representative




REPORTS TO: Customer Service Manager


SUMMARY: Provides customers with courteous and professional service via telephone and email; strives to retain present customers and develop new business by extending professional and efficient service, resolving issues timely and effectively; suggesting additional products to serve customers' needs.

DUTIES AND RESPONSIBILITIES:
• Provides account information to customers including but not limited to order status and information, histories, and changes to orders.
• Assists customers with inquiries and concerns about product and orders.
• Provides timely resolution of customer complaints, concerns, and inquiries.
• Builds effective relationships and trust with customers and potential customers
          by listening to their needs and educating them about the MoMA products and
          services that are most appropriate to their situation.
• Responds effectively to customers with complaints and concerns by 
     determining the reason and offering possible alternatives.
• Maintains knowledge of changes to product inventory, current sales promotions, catalogs and schedule of exhibitions and events at MoMA.
• Supports marketing campaigns and product launches.
• Suggests products by making quality referrals and recognizing
     opportunities to refer customers to others who are more knowledgeable.
• Processes customer transactions including but not limited to selling and redeeming coupons, refunds, exchanges and replacements. Ensures all necessary information is accurate and included prior to completing transaction.
• Prepares reports and correspondence as needed.
• Performs other related duties as assigned by management. 

QUALIFICATIONS: 
• One to two years related experience or equivalent.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Proficient with using Email, Google Documents, Excel, Customer Relationship Management Program, Warehouse Management System for order Look ups, Order Management Systems: Demandware & Teamwork, Point of Sale system utilizing IPAD; Cisco Phone system
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently; perform multiple tasks simultaneously; work at a productive pace, respond with a sense of urgency to address and resolve customer issues and inquiries.
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to perform diversified clerical functions and basic accounting procedures.
• Ability to effectively communicate with people at all levels.
• Must be able to speak, read, write, and possess a strong understanding of the English language. 
• Bilingual skills a plus.
• Acute attention to detail.
• Versatility, flexibility, and a willingness to approach constantly changing
    priorities with enthusiasm.

COMPETENCIES: 
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. 
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. 
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 
• Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Leadership--Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals. 
• Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity. 
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. 
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. 
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly. 
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.  

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• Continually utilize visual acuity to read technical information, decipher details,  and/or use a keyboard
• Occasional exposure to extreme heat if entering the warehouse


The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential f