Customer Service Representative I

Job Summary

Provides service to customers including product and service information, and by resolving product and service problems. This position interacts constantly with Luxor customers, industry end-users, and other internal departments to understand and clarify a customer’s request or complaint, determine the cause, select and explain the best solution to complete the request or resolve the complaint, and follow up to ensure resolution. Understands issues daily and works to resolve root causes to promote better customer experiences.

Job Responsibilities

Essential Duties:

• Positively manage and respond to customer service phone calls and emails
• Quickly provide information to customers about products and services
• Work within company computer programs, including ERP and CRM
• Process replacements, return authorizations, freight claims, and carrier requests
• Accurately calculate appropriate freight quotes based on options available
• Work closely with Sales and Quality departments
• Consistently maintain customer portals
• Promptly forward customer referrals to Sales team

Other Duties and Responsibilities:

• Develop vast knowledge of products and parts
• Understand customer specific requirements
• Other tasks and requirements that may occur in the general course of busines

Skills and Abilities Required:

• Customer focused
• Strong written and verbal communication skills
• Intermediate typing and general computer skills
• Ability to adjust to changing business conditions and learn new processes
• Ability to troubleshoot and solve issues with limited information using basic processes and judgement
• Positive, can-do, solutions-oriented attitude

Additional Requirements

Computer equipment and level of software requirements:

• Intermediate experience with Microsoft Outlook preferred
• Previous experience with ERP systems and/or Salesforce preferred
• Beginner level of Excel, Word, and PowerPoin

Work Environment:

• Usual office working conditions