The Customer Service Representative I interacts with customers assisting them through the ordering process and performs various duties to resolve customer order issues including reprints and returns.
Customer Service Representative I also receives incoming calls and may place outgoing calls to existing customers to identify and suggest additional products and increase sales and services. The Customer Service Representative I works closely with direct customers and may work with Territory Representatives, Branch Offices and Customer Lists for lead generation.
Professionally assist customers through the ordering process, including responding and resolving incoming order inquiries.
· Continue to learn and increase effectiveness with tools and process in order to increase customer experience and satisfaction. Become proficient utilizing SAP tool specifically CRM and ECC fundamentals.
· Work with drop ship vendor(s) to support excellent customer ordering experience.
· Properly escalate customer feedback and issues to management and/or peers as necessary for resolution, process improvement and customer awareness.
· Meet or exceed department performance metrics and standards.
Communicate professionally and effectively with customers for follow-up when required.
Follow established department processes and procedure.
· Suggests additional products based on past purchases and complimentary products.
· Perform other duties as assigned.
Communication: Builds positive relationships, uses tact in sensitive situations; listens well to various points of view; relates well to others at all levels.
Customer Engagement: Builds a rapport with the customer, understands and represents the customer needs when making business decisions and communicating internally; Guides customers to best solutions.
Flexibility: Easily adapts to new methods and procedures; assists others embrace disruptions as opportunities for improvement; responds to change initiatives with positive outlook and energy.
Interpersonal Effectiveness: Maintains credibility by following through with commitments; Takes responsibility for mistakes; exhibits professional and appropriate emotional response to situations. Ability to be flexible when necessary without compromising the outcome and timelines of assigned projects.
Conflict Management: Ability to creatively problem solve; seeks to understand the real differences in positions/opinions and situations; deals with issues promptly and with sensitivity to other’s situation; negotiates effectively to avoid win/lose resolutions.
Self-Management: Ability to prioritize time and tasks with little direction in order to complete work on schedule; organized and efficient; ability to bring order to complex and competing demands.
Results Focus: Drives for results and puts in necessary effort to ensure work is completed on time. Pushes through challenges and obstacles to achieve results. Continuously strives to raise standards of performance and to exceed expectations.
High School Diploma or equivalent
0 – 2 years as a Customer Service Representative
Good interpersonal skills including verbal and written communication.
Willingness to learn new software tools.
Detail oriented with ability to perform assigned work with consistent accuracy.
Analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks.
Patterson Companies, Inc. is a value-added distributor serving the dental and veterinary markets. Named one of America’s Best Large Employers of 2016 by Forbes, we were also named four consecutive times to the Forbes List of Most Trustworthy Companies. We strive to create a memorable difference in the lives of our customers and their clients. Every Patterson employee supports our mission of connecting expertise to inspired ideas, products and services, and we support our employees through operational innovation, continuous improvement and a commitment to talent.
An Equal Opportunity Employer
Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
If you require reasonable accommodation due to a disability for any part of the hiring process, you may submit your request to HR by calling1-866-234-2165or by email email@example.com. You can also mail your request to Patterson Companies, Inc. Attn: HR EEO Coordinator, 1031 Mendota Heights Rd, St. Paul, MN, 55120. Information received will be routed to a representative who will provide assistance to ensure appropriate consideration of your request.