CUSTOMER SERVICE DEPARTMENT

Matthews Aurora Funeral Solutions
Job Description
MATTHEWS AURORA FUNERAL SOLUTIONS - CUSTOMER SERVICE DEPARTMENT, AURORA, IN    
 
POSITION SUMMARY:
The Customer Service Representative is a member of a high-functioning, fast-paced team, that serves customers; managing internal and external customer relationships.  The CSR processes orders, services inquiries, resolves customer concerns and proactively manages customer needs. Our team provides phone and email support to our customers seven days a week, with extended daily business hours. Team members participate in daily tracking of continuous improvement initiatives.
 
JOB RESPONSIBILITIES:
  • Service incoming customer requests and address issues via phone, email, written communication and personal contact in a manner allowing the team to achieve its service goals.
  • Processes received orders in a timely fashion.
  • Effectively follows up on commitments to customers and internal constituents; meeting internal service levels.
  • Has knowledge of product lines, pricing, delivery time and marketing initiatives.
  • Maintains liaison with other departments for order completion.
  • Resolves and document concerns and issues in a timely fashion.
  • Maintains customer records in various sources such as SAP.
  • Provides “help desk” support when customers require help with our customer facing tools and resources.
  • Contributes to team effort by accomplishing related results as needed.
  • Provide feedback and participates in continuous improvement initiatives to strengthen internal processes and improve the customer experience.
 SUPERVISORY RESPONSIBILITIES:
  • This job has no supervisory responsibilities.  
PHYSICAL ASPECTS/WORK ENVIRONMENT:
  • Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. 
  • Regularly/Occasionally lift and/or move up to 25 pounds. 
  • The noise level in the work environment is usually low/moderate.
* Reasonable accommodations may be made to enable individuals to perform the essential functions.
 
QUALIFICATIONS:
  • Minimum high school diploma required OR Associates Degree or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required.
  • 1+ years of previous customer experience preferred
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong prioritizing, interpersonal, problem-solving, presentation & planning skills
  • Strong verbal and written communication skills
  • Solid understanding and application of mathematical concepts
  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
  • Ability to work with and influence peers and senior management
  • Self-motivated with critical attention to detail, deadlines and reporting
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 
  • Ability to read, write, and comprehend simple instructions, short correspondence, and memos
  • Ability to work overtime as necessary
 Matthews International is an Equal Opportunity Employer
 
Contact Information

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