Customer Service Representative at Fechheimer Brothers Company in Cincinnati, Ohio

Position Description:

• Communicate with our business (B2B) and direct/ecommerce (B2C) customers in a call center environment through phone calls, emails, and chat.


• Act as partner to and support assigned sales representatives working in the field.


• Provide individualized customer service of a high standard professional level.


• Prepare reporting, such as open orders reports, for customers and provide work proactively and reactively with the customer to provide solutions to outstanding order needs.


• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.


• Assist customers with order troubleshooting, problems, and product questions.


• Self-starter with a sense of urgency.


• Always strive for first contact resolution for customers and when possible provide a final resolution within 24 hours.


• Must be customer centric - proactive in their work, anticipating their customers’ needs and when required, can manage ongoing issues requiring follow-up with customers.


• Demonstrate patience in all customer contact situations, showing courtesy and strong customer service orientation.


• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.


• CRM


• Provide data entry, administrative support, and team assistance as needed.


• Ability to work as part of a cross functional team and interact effectively with others

Required Knowledge, Skills and Abilities:

• Experience in written/email/chat Ecommerce customer service


• Strong computer navigation skills and PC Knowledge (5+ years’ experience).


• Strong Microsoft Excel skills (5+ years’ experience)


• Exceptional verbal and written communication skills


• Strong data entry skills

Job Requirements:

• Individual must possess a high school diploma or GED equivalent


• College or some college preferred


• 5+ years experience in customer service