Customer Service Representative (Senior)

Role Overview:

The Customer Service Representative fills a vital role within the organization by ensuring the highest level of customer service and sales support to current and potential customers. The incumbent will provide full order management support – from order receipt, order entry to production & shipping tracking through client delivery. Our ideal candidate will exhibit exceptional people skills and client care mentality, is a team player and a problem solver with critical thinking skills, and demonstrates the desire and ability to advance within the organization.

Responsibilities:

• Embraces and exemplifies the Didion Code of Ethics and Conduct, as well as follows Company policies and standards.

• Build and nurture strong personal relationships with customers.

• Ensures that the customers needs are met and service expectations are exceeded.

• Provide exceptional level of customer support, ensuring professional, accurate and timely processing of customer facing transactions including client inquiries, requests and orders.

• Maintain customer accounts in Dynamics 365 Customer Relationship Management (CRM) software program.

• Ability to build positive, strong relationships with internal teams by working together to uphold the best interest of our customers to ensure orders are processed and shipped according to customer requirements.

• Manages customer complaints (CCRs) by working with internal teams to ensure timely response and resolution.

• Support Sales team in day to day interactions with customer as needed.

• Manage customer sample requests.

• Supports Customer Service Manager and serve as back-up when needed.