Position: Customer Service Representative

Reports To: Customer Service Manager

Division/Department: Sales

Last Revision: 7/2022

JOB DESCRIPTION

For over 50 years, our WPI family has been creating instruments for scientific research. Headquartered in Sarasota, FL, WPI has offices in the UK, Germany, China and Brazil and distributors around the world. With a strong research and development team, we continually bring new products to market.

Summary/Objective:

As World Precision Instrument’s Customer Service Representative, you will report directly to the Customer Service Manager. You will primarily be responsible for order processing, updating customers, answering phones and handling the International Distributors and offices. You will work collaboratively with Production and Shipping to acquire the information necessary for customers’ requests. You will process first-time customers and create their accounts.

You will often be the first point of contact for customers so you will need to have a customer-oriented mentality who works well both independently and in a team setting. You understand the importance of customer service professionalism by being prepared, inquisitive, process-oriented, detailed, and customer focused.

Responsibilities (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions):

· Communicate with customers by telephone or e-mail to provide information about product pricing and availability, update orders, cancel orders, or transfer the call or email to the appropriate party.

· Process domestic customers orders in a courteous, efficient, accurate and timely manner.

· Process international customers orders, update their reports, and forward shipping documents when released to ship.

· Organize workflow to meet customer deadlines, follow-up on pending POs, update customers of backorder dates, offer alternate available products when items are out of stock and inform customers if account is on hold.

· Process non-stock orders by obtaining the proper information and complete the necessary forms.

· Create new customer accounts. Investigate the accuracy of the account. Obtain the complete credit application, process the business credit report and communicate with the accounting department on all necessary forms.

· Offer backup support to team members as needed by processing web orders, EDI orders, set-up new web accounts and assist with RMA requests.

· Attend to the WPI walk-in customers and direct them to the appropriate person.

· Remain committed to continuous learning of products and services.

· Performs other duties as assigned.

Requirements:

· Excellent interpersonal, phone and customer service skills.

· Punctuality is a must.

· Ability to identify and meet customers’ needs and requirements.

· Strong attention to details and interest in preventing errors and solving problems.

· Able to perform multiple tasks efficiently.

· Strong computer skills.

· Excellent communication skills required.

· Highly organized and detail oriented.

· Team oriented behaviors with excellent interpersonal skills.

· High level of integrity, sense of urgency and professionalism.

· High School Diploma or GED. Prior customer service experience preferred.

Position Type/Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 A.M. to 5:00 P.M. Evening and/or weekend work may be required as job duties demand.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Office

Ability to commute/relocate:

• Sarasota, FL 34240: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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