Customer Service Representative II
Dorman Products
- Shiremanstown, PA
- Permanent
- Full-time
- Monday – Friday
- 1 hour lunch
- Hybrid Schedule
- PA: 8:00 AM – 5:00 PM EST
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for products requested and arrange for billing.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
- Review adjustments regarding claimed to be defective, and approving or disapproving returns.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- 3+ years of customer service experience, preferred.
- Experience with data entry and customer service software systems.
- Great attention to detail.
- Excellent interpersonal skills.
- Excellent organizational, planning, problem solving and analytical skills.
- Strong written and verbal communication skills.
- Strong self-motivation and the ability to work with minimal supervision.