Customer Service Rep


Call Center and Customer Service

Advert ID




Job Type




Salary Range

USD38000-47000 per year

No. of Openings


Branch Information

Lower Bucks, PA - (USA) 1200 Veterans Highway Suite C-11 PA Bristol , PA - 19007 Phone : 215-785-2021



Job Description

BASIC FUNCTIONCustomer Service Agents I manage their area's Business to Business and Business to Consumer needs. Responsible for the following within established policies, procedures and parameters. Minimal guidance. Self-sufficiency a must. Demonstrates proficiency in competencies, while promoting their importance. SPECIFIC RESPONSIBILITIES

Functional Skills

1) Receives and prioritizes in-bound requests via phone, email, fax, eCommerce portals, and potentially chat. Responsible for checking Robern Marketing email address and inquries.

a) Responds in a timely manner

b) Utilizes branding guidelines on all calls and email

2) Project Management - Act as a backup to the Customer Service Agent III for the following task: VIP orders.

3) Responsible for the following within established policies and procedures:

a) Order Management: Perform maintenance, create ship-tos, provide status on open orders, make inquiries for new issues and communicate for all orders. Bring expediting requests and challenging situations to the Customer Service Agent III and/or the Manager - Customer Service (PA). Also responsible for the proactive order management of key accounts.

b) Claims resolution and returns: Proficient in claims management (RGAs, Credits).

c) Chargeback Letters: Complete form letter for short payments.

d) Special Projects: Periodic special team involvement.

4) Technical Assistance

a) Facilitate technical/troubleshooting communication between Customer Service and Engineering and/or Manufacturing.

5) Understands and promotes the use of electronic tools, such as Extranet and electronic data interchange (EDI), CRM, KCIC.

6) Building relationships with customers through conference calls, distributor conferences, customer training, and occasional travel to customer locations.

7) Recommends continuous improvement areas to streamline and/or improve the customer service function, while still providing a white glove experience to our customers.

8) Covers front desk on a regular enough basis to remain proficient on all front desk processes.

9) Project management - Regular monitoring, tracking, and coordination of projects (quotes and orders; standard and custom), VIP orders, and escalated issues. (Projects Agent I only)

a) Partner with sales team on quotes/orders - manage details to get to approved drawings, PO, PCIs set-up in SAP, pricing in SAP, etc. (Projects Agent I only)

10) Provide Top 20 Customer Showroom Design Services (using KDS/Robern Designer/CAD). (Projects Agent I only) Key actions listed.

Focus on the End Customer

1. Display professionalism (including: speech, demeanor, etc.)

2. Proactively determine a solution to meet customer needs and resolve problems.

3. Builds rapport and cooperative relationships with customers.

4. Is conscientious and shows high attention to detail.

5. Makes decisions based upon a mixture of analysis, experience, and judgment.

6. Acquires customer information and uses it for improvements in productivity and service.

7. Understands and listens to customer's expectations and proactively anticipates customer needs.

8. Teaches and promotes best business practices.