Day Shift Customer Service Representative

Merchants Terminal
Jessup, MD
Oct 24, 2021
Oct 26, 2021
Customer Service
Full Time
Job Description Summary: The Customer Service Representative provides support by contacting customers via phone/email for purposes of processing orders for MTC accounts and/or responding to complaints. The employee must project a positive image to MTC customers and adhere to MTC policies and procedures. Must be able to work independently and collaboratively with team members. Essential Duties and Responsibilities: . Always deliver exceptional customer service by maintaining a productive workflow. Meet or exceed the standards set by MTC, to assigned customer accounts. Address daily calls and respond to emails, field incoming calls and emails from customers and address customer concerns promptly. . Respond to incoming calls from Warehouse Operations regarding product status. . Check and maintain customer inventory for availability to ship. Prepare bill of ladings for shipment. . Enter and process all inbound receipts and outbound orders. Update the Dock Management System (DMS) as needed. . Schedule appointments for inbound and outbound shipping & receiving. . Operate office-related computer equipment for communications, transmission of orders and credits, copying, scanning and faxing. . Ensure all output of work documents are accurate including reviewing documents prior to engaging with the customer. Review EDI orders for accuracy. . Follow daily schedule for assigned customer accounts, manage timelines to ensure completion of daily orders according to customer and MTC requirements, and respond to fluctuations in workload to deliver quality customer service according to MTC standards. . Attend trainings and meetings as required in accordance with MTC guidelines. . Provide administrative services to support of MTC operations and sales across the organization. . Maintain a clean work environment, may include picking up trash or cleaning spills. . Other duties may be assigned to fulfill MTC's objectives. Knowledge, Skills & Abilities: The employee must be proficient with verbal and written communication in English. Must have basic math skills. A high school diploma or equivalent is required. A college degree is preferred. A minimum level of experience in MTC operations or a related customer service or field sales is required. The employee must possess a solid and consistent ability to perform work accurately and thoroughly to minimize and/or eliminate customer service errors. Work Environment : The work environment is indoors in a controlled temperature and office environment. Work Hours: The work schedule is 5 nights a week, 8 hours a day. Start time varies. Work hours and shifts are subject to change depending on operating business conditions and needs. The employee may be required to work overtime and holidays or weekends. Physical and Mental Demands : The position is sedentary, exerting up to 10 pounds of force occasionally, or negligible amounts of force frequently, to move paperwork and miscellaneous office equipment. This job also requires constant sitting. The employee must know and follow proper office and safety protocols, MTC grooming, hygiene and dress code requirements. The employee must understand, retain and apply product knowledge to drive and support MTC sales. The employee will perform basic mathematic functions and apply writing skills to create orders and issue credits and must be able to multitask to manage and assist multiple customer accounts. Supervisory Responsibilities: None

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