Fiskars
  • 21-Jul-2017 to 19-Sep-2017 (CST)
  • Middleton, WI, USA
  • Full Time

The Sr. Customer Service Representative is responsible for achieving customer satisfaction within defined objectives for the company which includes managing customer accounts via processing orders, preparing correspondence and fulfilling customer needs to ensure customer satisfaction.  High level of professional communication required.

The role requires a developed ability to accomplish a variety of complicated tasks in a high volume, fast-paced environment. Communication and organizational skills are at a premium in this role.   Success in this position will require the balance between thinking, listening, and communicating in a purely positive way while following the Policies and Procedures of Fiskars Inc.

Major Responsibilities:

  • Responsible for customer orders to make sure that they are processed accurately and in a timely manner. Answer all incoming customer calls and e-mails to resolve any issues or questions related to customer orders. Liaison with Sales and Distribution Centers to address any escalated delivery or shipping issues, such as miss ships, miss picks and other related instances.
  • Help to monitor workflow within the order entry software program and delegate incoming orders to the broader team for review and execution.
  • Maintain customer master information as prescribed in Fiskars Policies and Procedure as well as maintaining pricing as approved through Fiskars P&L process, providing resolution of pricing inaccuracies when necessary.
  • Process, track and answer questions to sample order requests for sales and marketing. This would include Show related orders as laid out in the Annual Trade Show Calendar.
  • Research and correct customer invoicing discrepancies. Provide RGA information when requested.
  • Provide support to Manager by executing and maintaining key performance indicators for Customer Relations department providing recommendations to improve results when needed.

Qualifications:

  • High School Diploma or equivalent; Associates of College Degree in Business Administration or related field desirable
  • 5-7 years customer service experience; Team lead experience desirable
  • Communication; Organizational Skills; Analytical; Interpersonal; Critical Thinking; Conflict resolution; Multi-tasking
  • High level of skill in alpha and numeric keyboarding and data entry - Strong initiative and good judgement

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Fiskars
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