Sep 25, 2020

Customer Service Representative

  • Patterson Companies Inc
  • Lancaster, PA, USA
Customer Service

Job Description


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.



Critical Competencies


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.  



Minimum Qualifications:

  • 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.
  • Exceptional customer service orientation
  • Customer experience


Preferred Qualifications:

  • Fluent PC/keyboarding skills
  • SAP experience



Apply Now