Customer Service Rep II

InterMetro Industries is seeking a Customer Service Representative II (CSR II) for our Corporate HQ located in Wilkes-Barre, PA. The Customer Service Rep II provides consistent, exceptional support of daily activities with customers, sales representatives, internal customers and department members in maintaining proper level of service. This position has assigned territory responsibilities.

We are seeking an individual who enjoys being a valued member of a driven team, building positive and collaborative relationships, managing multiple priorities in a fast paced environment, and opportunities to develop your skills and expertise.

Primary Responsibilities include:

1. Provide timely support via phone, email or live chat to customers regarding orders, product, services, problem situations or other inquiries.
2. Refer customers to CS Supervisors or designated resource as required.
3. Record details of customer contacts and actions taken.
4. Manage assigned territory.
5. Handle RMA’s.
6. Work closely with the credit department to resolve disputed credit items.
7. Provide feedback to company on the efficiency of the customer service process, product/service failures or customer concerns.
8. Possess knowledge and understanding of the Code of Business Ethics. Contribute to a workplace environment that is conducive to the maintenance of the Code. Remain alert and sensitive to situations that could result in actions by an employee that are illegal, unethical, in violation of the Code or the policies and procedures that support the Code. Report actual or perceived violations of the Code or Company policies and procedures for appropriate action.
9. Other duties as assigned.