Exempt/Non-Exempt: Exempt
Reports to: Customer Service Manager

GENERAL SUMMARY OF POSITION:

The Customer Service Representative serves as a direct point of contact for Garland’s customers and is responsible for promoting, increasing, developing, facilitating, and maintaining customer sales and customer satisfaction. The Customer Service Representative must troubleshoot, problem-solve, communicate, and coordinate with other departments at Garland to ensure customer satisfaction.

CORE & ESSENTIAL FUNCTIONS:

• Handle all customer communication in an effective, efficient and positive manner through problem solving and analytical skills.
• Must be able to quickly and professionally react to the unique needs of Garland’s customers.
• Must be able to interpret and implement policies and practices relating to satisfying customer’s needs and issues.
• Effective communications and working with sales representatives to assist in tailoring proposals and solutions that meet the needs of the customer.
• The ability to work without any monitoring or supervision.
• Has authority to commit Garland on all customer-related issues, including making the appropriate resolutions when necessary.
• Coordinating with various Garland departments to ensure customer satisfaction and timely and efficient shipments.
• Controls costs by evaluating shipments, consolidating loads, troubleshooting and selecting most cost-efficient method of shipment.
• Ensures on-time delivery of goods to customers, by investigating and resolving detention/delay issues.
• Follow up on all aspects of order fulfillment and other issues relating to customers with the appropriate sales representative.
• Any other duties as assigned.

QUALIFICATIONS:

Must possess customer service experience. Possession of at least a high school diploma is required and a post-secondary degree is preferred. Demonstrated aptitude for problem-solving; ability to determine solutions for customers. Must be results-orientated and able to work both independently and within a team environment. Must possess excellent verbal and written communication skills. Proficiency in using Microsoft Office Suite applications.

PHYSICAL REQUIREMENTS:

Ability to communicate orally in a clear, concise and effective manner with the customers, account representatives, company representatives, management, staff, and the public in face-to-face, one-on-one and group settings. Ability to use a telephone for communication. Ability to maintain regular, predictable, and punctual attendance at the facility. Ability to establish and maintain effective working relationships with others. Use office equipment such as a personal computer, copier and facsimile machines. Ability to communicate in writing in a clear, concise and effective manner. Sit or stand for extended time periods. Hearing and vision required to be within normal ranges. Read at, above, and below shoulder height. Occasionally stoop, kneel or crouch. Sufficient manual dexterity required to operate equipment. Normal range of tolerance to household and other types of typical industrial/ construction chemicals and solvents.

EQUAL OPPORTUNITY EMPLOYER:

The Garland Company, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, military status, veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age (40 and older), disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated) or any other legally protected characteristic under federal, state or local law.

EEO/AA Employer/Vet/Disabled
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