Job Title: Customer Service Associate

Location: 17062 Murphy Ave, Irvine, CA 92614

Reports to: Customer Service Manager/Assistant Customer Service Manager

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Summary/Contribution of Position:

The Customer Service Associate interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Essential Duties and Responsibilities

  1. Customer Service
    • Receive and process customers’ orders
    • Resolve customer questions related to orders.
    • Receive and analyze customers' requests and correspond with customers to provide requested information.
    • Generate invoices and price quotes for customers.
    •  Record details of inquiries, comments and complaints.
    •  Manage customers' accounts and database of contact information.
    • Conduct inventory checks for customer.
    • Send confirmation of order to customer.
    • Process credit card purchases with Quickbooks and perform customer verifications.
    • Maintain records of customer interactions and transactions.
    • Maintain up to date knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
    • Assist in Returns and Replacements
    • Collaborate with the Accounting department for customer credit card charges, and customer “hold” accounts.
  2. Shipping
    • Analyzes transactions, corrects records, and adjusts errors.
    • Traces status of orders through Shipping Department.
    • Maintains excel spreadsheets for inventory control.
    • Executes monthly reports of sales, and inventory shipped out.
    • Prepare label, weigh, stamp, and ship products to customers (fulfillment) using FedEx, UPS, or other delivery company’s.
    • Collaborate with Manufacturing Manager for shipping and inventory reports.
    • Searches company records under ZIP code, name, account number, computer printout, or requisition information.
  3. Miscellaneous Duties
    • Collaboration may be necessary with internal departments
    • Inputs new customers into the database
    • Initiates promo codes and computer input for tracking
    • Initiates promo codes and computer input for tracking
    • Maintains inventory control to make sure that inventory is available
    • Labels, weighs, stamps, and ships sample kits
    • Maintains liaison with other departments for order completion
  4. Supervisory Responsibilities:
    • None

Education and Experience

  • High school diploma, general education degree or equivalent
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications: Quickbooks, Salesforce or other CRM database software
  • Ability to type
  • Knowledge of administrative procedures
  • Numeric, oral and written language applications
  • Product knowledge

Preferred Experience:

  • Associates degree, BS in Business Administration or a related discipline

Core Competencies:

  • Detail Oriented
  • Interpersonal skills
  • Listening skills
  • Good people skills (customer relations, within company)
  • Team Player
  • Strong communication skills
  • Customer service orientated
  • Organized/ Time Management
  • Enthusiastic
  • Problem analysis and problem-solving
  • Initiative
  • Stress tolerance
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