The Customer Service Representative (CSR) reviews purchase orders and communicates with customers (dealers) to ensure accurate entry and customer requests are met in a timely manner. He / She acts as a liaison between customer, sales rep, and various internal departments to ensure customer satisfaction. The CSR acts responsible and positive as the face of Tayco for the best customer service experience.
Receives, processes and verifies the accuracy of orders from customers utilizing the ERP systems and customer purchase orders.
Creates order headers and distribute to Order Analysts for order checking.
Initiates required action for response to customer service requests for order changes, date changes, etc. and communicates changes to the appropriate personnel/departments.
Expertly handle customer service inquires and ensures quality service to both internal and external customers.
Achieves or surpasses individual order processing timeliness targets, and accuracy expectations.
Resolves conflicts and/or discrepancies regarding orders or issues in a professional and timely manner and, if unable to remedy the situation, escalates through the appropriate channels.
Participates and provides expertise as a member of the customer service’s departmental team. Be an effective liaison between production and customer to communicate any order / shipping related issues.
Continuously innovates and or improves processes. Develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
Maintains detailed and current knowledge of the Tayco’s products and services.
Enhances the Customer Service Team. Work cooperatively with one another to achieve department, production and service targets and daily order targets.
Perform other duties as assigned.
A certificate or diploma in business in the insurance field preferred
Strong customer service and troubleshooting skills
Exceptional conflict resolution, negotiation, and objection handling skills
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
Able to effectively communicate both verbally and in writing
Able to work well under pressure
Strong attention to detail
Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
Computer literate, including effective working skills of MS Word, Excel and e-mail
Proven data entry and typing skills
Professional appearance and manners
Familiarity of insurance regulations and ability understand written manuals and directives
Strong work ethic and positive team attitude
Expresses and transmits information with consistency and clarity, using active listening techniques in order to effectively understand provided feedback, summarizes information according to the audience in order to promote engagement and increase understanding.
Planning and Organizing
Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans to complete.
Possesses the ability to break a situation down into smaller pieces to identify key issues, figuring out cause and effect relationships in order to solve. Uses logic and analytical methods to come to realistic solution.
Provides superior service to both internal and external customers. Go above and beyond regular client and organizational expectations by offering added value.
Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.
Extended Healthcare Plan (Medical, Disability, Dental & Vision)
Paid Time Off Benefits
Great people to work with!