SCL Jamaica Limited
Job Description – Customer Service Representative
Job Description: Customer Service Representative (Engineering Solutions Distribution Company)
Position Overview:
As the first point of contact for our customers, you will play a crucial role in delivering
exceptional service, addressing inquiries, and resolving concerns. Your excellent communication skills,
problem-solving abilities, and product knowledge will contribute to maintaining strong customer
relationships and promoting customer satisfaction.
Responsibilities:
Customer Support and Relationship Management:
Serve as the primary point of contact for customers, providing prompt and professional assistance via
various communication channels (phone, email, chat, etc.).
Answer customer inquiries, provide product information, and assist with order placement, tracking, and
after-sales support.
Proactively identify and resolve customer issues, ensuring timely and satisfactory resolution.
Build and maintain strong customer relationships, fostering loyalty and trust.
Order Processing and Coordination:
Process customer orders accurately and efficiently, ensuring timely delivery and order fulfillment.
Coordinate with internal departments, including sales, logistics, and inventory, to ensure smooth order
processing and on-time shipments.
Provide updates to customers regarding order status, delivery schedules, and any potential delays or
issues.
Technical Support and Troubleshooting:
Assist customers with technical inquiries, troubleshooting product-related issues, and providing basic
technical guidance.
Collaborate with the sales team to escalate and resolve complex technical problems.
Document customer interactions, issues, and resolutions in the customer relationship management
(CRM) system.
Complaint Handling and Issue Resolution:
Handle customer complaints and concerns with empathy and professionalism.
Investigate issues, gather necessary information, and work towards a fair and satisfactory resolution.
Escalate complex or unresolved issues to the appropriate internal teams and ensure timely follow-up.
Product Knowledge and Cross-selling:
Develop a comprehensive understanding of the company's product portfolio, features, and benefits.
Promote upselling and cross-selling opportunities to customers, maximizing revenue potential.
Stay updated on industry trends, new product launches, and technological advancements in the
engineering solutions field.
Administrative Tasks:
Maintain accurate customer records, including contact information, interactions, and order details.
Assist in generating reports and analyzing customer service metrics to identify areas for improvement.
Collaborate with the team to streamline processes, enhance service quality, and achieve customer
service targets.
Qualifications:
High school diploma or equivalent; additional education or certifications in customer service or a related
field are a plus.
Proven experience as a Customer Service Representative or in a similar customer-facing role.
Excellent communication skills, both verbal and written, with a customer-centric approach.
Strong problem-solving abilities and the capacity to handle customer complaints and challenging
situations with empathy and patience.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Technical aptitude and the ability to understand and explain product features and specifications.
Proficiency in using customer service software, CRM systems, and other relevant tools.
Strong attention to detail and accuracy in data entry and documentation.
Ability to work well independently as well as in a team.
Positive attitude, adaptability, and willingness to learn and grow within the role.
Be a part of our success in providing engineering solutions and building lasting customer relationships.
Daily Operational Tasks
• Preparing invoices/quotations/Credit Notes for customers
• Handling incoming telephone calls.
• Generate outgoing telephone calls to customers and co-workers.
• Manage email correspondence.
• Assist with delivery of products to walk in customers.
• Follow-up on requests made by customers and sales reps.
• Maintain accurate balances on cash payments made on a daily basis.
• Ensure proper filing of invoices and other documents.
• Maintain order to the Milwaukee Tool Display and service room.
• Assist with warehouse duties.
• Update stock cards in a timely manner.
• Any other task deemed necessary by supervisor.
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