Customer Service Representative (40557)

Young Innovations is a manufacturer and marketer of high-quality dental equipment with sales in excess of $100 million.

With an outstanding reputation for quality, the company has a broad portfolio of market leading products across a variety of categories.

The primary focus of the Customer Service Representative is to provide quality service to our customers.

The CSR will effectively communicate with a diverse customer base via phone, email, and fax in order to respond to inquiries, place orders, problem solve, obtain information, set-up repairs/returns, and communicate product information; as well as perform related duties as required.

• Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
• Support customers through providing solutions including Accurate order processing and pricing functions in the ERP system Changes to accounts Order inquiries such as tracking information and product ETAs Product advice/knowledge Coordinate product return/repair support including logging product and service complaints in a timely and professional manner Communication of product availability information
• Accurate order processing and pricing functions in the ERP system
• Changes to accounts
• Order inquiries such as tracking information and product ETAs
• Product advice/knowledge
• Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
• Communication of product availability information
• Provide outbound communication as necessary to resolve or follow-up on issues.
• Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities.
• Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
• Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
• Responsible for achieving all goals and metrics as assigned.
• Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
• Participation in special projects as assigned.
• Run reports as needed.
• Assists/backs-up peers.

Training and Experience

• Two years’ customer service experience in either a call center environment featuring a moderate to high volume of inbound and outbound calls or a manufacturing environment
• Experience with an order management system, including a CRM is preferred.
• Or an equivalent combination of training and experience.

• Have the ability to learn products, processes, services and customers.
• Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook.
• Communicate effectively and professionally, both verbally and in writing.
• Ability to answer incoming phone calls for the majority of each day.
• Ability and desire to multi-task and quickly reset priorities as dictated by workflow. Excellent organization skills.
• Ability to continuously be accurate and precise throughout an entire workday.
• Excellent interpersonal skills. Maintenance of a positive and enthusiastic attitude throughout each workday.
• Ability to quickly and thoroughly respond to customer inquiries.

• The ability to use a telephone and personal computer, while seated for the majority of an 8-hour shift, is required.

• Office environment with occasional exposure to manufacturing plant environment, which has some abnormal variations in temperature, unavoidable fumes, noise, dust and atmospheric conditions.
• The noise level in the work environment is usually moderate.

Minimal travel will be required (0 - 5% of total work time)

Pay Range: $18.00/hr. - $22.00/hr.

The pay range reflects the minimum and maximum target for the position at the time of posting.

Within the range, the compensation will be determined based on education/training, skill set, experience, and other organizational needs.

Young Innovations, Inc. is an Equal Opportunity Employer and E-Verify participating employer.