Customer Service Rep

Horizon Global LLC

Plymouth, MI

SUMMARY

The Customer Service Representative communicates with customers by phone, fax and/or email and receives orders and/or instructions from customers which are entered accurately into computer. Responsible for managing difficult or emotional customer situations and responds promptly to customer needs and solicits customer feedback to improve service.

RESPONSIBILITIES

Fills out contract forms, determines charges for service requested, advises if deposit required, prepares change of address records, and issues order confirmations or cancellations.

Follows up on order shipment and delivery for 100% customer satisfaction.

Solicits sale of new or additional services.

Adjusts complaints concerning billing, shortages/overages, or service rendered, referring complaints of service failures to designated departments for investigation.

Works cross functionally with other facility and corporate departments.

Conforms to TS16949, ISO and Sarbanes Oxley work instructions and procedures.

Other duties may be assigned.

Effectively speaks, writes and presents clearly with persuasion. Receives ideas, information and direction (both oral and written) positively. Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or vague.

Develops relationships with assigned departments/divisions/customers/vendors; understands and responds to customer needs; displays positive posture and attitude when dealing with others, regardless of their diverse background, level, or status.

Identifies problems and causes; analyzes and generates best alternative solutions; makes timely, sound and appropriate decisions even under conditions of risk and uncertainty.

Uses intuition and experience to complement data.

Establishes constructive work relations; fosters team spirit; builds support and alliances between and among departments/divisions; recognizes competing needs and gains agreement based on common goals; actively participates in team meetings and projects.

Maintains self-direction and self-pacing; makes practical

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