Associate Representative - Customer Service

Role Overview

Responsibilities

• Interact with customers by phone or in person to provide information and service.
• Handle complaints, special orders, and returns in-store, by phone, or by mail.
• Assess complaint validity and possible causes using relevant information.
• Process orders and provide information about pricing, service changes, discontinuations, and shipping.
• Maintain records of customer interactions, inquiries, complaints, comments, and actions taken.
• Refer unresolved grievances to designated departments for further investigation.
• Complete customer invoicing.
• Identify product or service opportunities and coordinate their handling with sales and service management.
• Maintain regular client contact and develop strategies to address customer needs.
• Prepare for and participate in weekly sales meetings.
• Monitor industry trends, market activity, and competitor products.

Qualifications

• High school degree or equivalent is required.
• An associate degree or college diploma is preferred.
• 0–2 years of relevant experience is required.
• One year of sales experience and direct B2B sales experience are preferred.
• Knowledge of retail and wholesale sales principles is preferred.
• Knowledge of customer service principles and customer needs assessment is required.
• Strong written and verbal communication skills are required.
• Basic computer, problem-solving, research, prioritization, and relationship-building skills are required.

About the Employer