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Customer Service Associate

Company: TierraCast, Inc
Location: Santa Rosa
Posted on: November 24, 2022

Job Description:

TierraCast creates and manufactures a wide assortment of components for jewelry designers worldwide. Our catalog of over 3000 items can be viewed at

This is an on-site position, full-time, regular business hours.

We are looking for a positive, empathetic individual who enjoys helping customers, and providing support to sales staff and others within the company. We sell business to business, our customers are wholesale professionals. The Customer Service Associate must have strong written and verbal skills, be highly organized, detail oriented and be comfortable working with various computer software programs in the course of performing their daily duties. This position will manage orders start to finish: taking orders via phone, email and from our website, creating documentation for shipping and invoicing, communicating with customer as needed while following company procedures and processes.

The Customer Service Associate will gain detailed product knowledge to assist customers with purchasing decisions and problem solving. The ideal candidate will be dedicated to providing excellent customer service, enjoy varied duties and be confident working independently in an office environment with a small number of co-workers.

Key Responsibilities:

- Receive and manage all orders to ensure fulfillment process runs smoothly and efficiently through pulling, invoicing and shipping.

- Answer phone calls, online chat messages and emails, and provide information on products and services.

- Evaluate new Wholesale Account Applications using established criteria and set up new customer accounts and provide supportive, tactful reply to those who do not qualify.

- Work well with co-workers to provide satisfactory solutions to customer's concerns or demands.

*JOB SUMMARY: *The Customer Service Associate receives authority and direction from, and is responsible to, the Customer Service & Order Fulfillment Supervisor, and works closely with the Sales staff, Assembly & Packaging, and the Financial Administrator to meet quality, customer service, sales and organizational goals of the company. The Associate reflects TierraCast standards for excellence in quality products and service while performing their customer service, order fulfillment, inventory, and shipping responsibilities. Adheres to all Company and departmental housekeeping standards and safety policies and procedures, and may perform other duties as required.


* *Customer Service*
* Receive, enter, and process sales orders that arrive via phone, fax, email and web store
* Answer phone calls and emails from customers and provides information on products and services
* Build solid, mutually beneficial relationships with regular contact and provide valuable resources, references and support to our customers
* Resolve customer complaints by investigating problems and developing solutions working cross-departmentally as needed, preparing reports and informing management.
* Create and maintain Customer Accounts, including comments.
* Communicate customer suggestions for products and services to management
* Using knowledge of various shipping methods, propose best shipping method for each customer.

* *Order Fulfillment*
* Pick parts from inventory to fill Sales Orders and Work Orders, reviewing for accuracy
* Prepare invoices and shipping documents
* Resolve payment issues and provide follow-up information regarding back orders, and other pertinent details to make adjustments and ensure total customer satisfaction
* Communicate and work directly with customers, in-house production, Sales and Admin as needed to complete orders.

* *Shipping*
* Securely package and appropriately label all outgoing shipments
* Follow special shipping instructions to ensure customer requests are being fulfilled.
* Accurately enter each shipment into the appropriate shipping program and complete the shipping paperwork as required for each package

* *Inventory: *
* Participate in regular inventory cycle counts and post adjustments to inventory
* Stock finished goods and monitor overstock
* Maintain organization and neatness of Inventory room, including Shipping & Receiving area and personal work space, leaving room free of clutter and disorder at all times


*Education: *High school diploma or equivalent;

*Experience: *Previous customer service experience required.

*Skills: * Must possess:

* PC, Windows, word processing, Excel spreadsheet or similar computer experience with ability to create reports as needed
* Clear and concise verbal and written communication skills
* Excellent listening and feedback skills
* Strong analytical and basic mathematical skills.
* Skills to manage time efficiently and effectively
* Outstanding organizational skills with attention to detail and accuracy
* Ability to write neatly and legibly
* Capability to handle challenging situations calmly without losing focus
* Good eye-hand coordination
* Ability to work independently, as well as skills to be an excellent team worker.
* Excellent interpersonal skills


* *Sitting: *Occasionally, up to 3 hours per day
* *Standing: * Frequently, up to 5-7 hours per day
* *Walking: *Frequently, up to 5-7 hours per day
* *Bending (waist): *Frequently, 5-7 hours per day
* *Bending (neck): *Frequently, 5-7 hours per day
* *Lifting: *Occasionally, up to 3 hours per day, up to 30 lbs.
* *Pushing/Pulling: * Occasionally, up to 3 hours per day, wheeled cart requiring 33 lbs. of force
* *Reaching: * Occasionally, up to 3 hours per day, overhead and into cabinets
* *Squatting/Stooping: * Occasionally, up to 3 hours per day*, *to access inventory storage drawers and cabinets
* *Carrying: * Occasionally, up to 3 hours per day, up steps and through doorways, up to 30 lbs.
* *Hand Use: * Continuously, up to 7-8 hours per day to:
* use keyboard and mouse for data entry
* push and pull computer keyboard tray
* repetitively handle and move small parts for extended periods
* assemble and prep various sized boxes for shipping

* *Vision: * Continuously, up to 7-8 hours per day to visually check small parts for conformance to quality standards on an on-going basis; routinely read from computer monitor and written text


* Must be able to organize and problem solve complex tasks and processes, including follow-through to completion;
* Must have ability to take, understand, and carry out direction(s);
* Must possess ability to assimilate, retain, and recall information related to day-to-day interactions;


* Electronic counting scale;
* Telephone and FAX Machines;
* Photocopier and Postage Meter;
* PC based computer system with Microsoft Excel, Word & Access, and shipping and accounting software programs;
* Internet and email;
* Small hand tools


* Production environment;
* Full-time Monday-Friday
* Regular business hours;
* Low to medium noise level.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
* Day shift
* Monday to Friday

Ability to commute/relocate:
* Santa Rosa, CA 95401: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location%58047475%

Keywords: TierraCast, Inc, Santa Rosa , Customer Service Associate, Hospitality & Tourism , Santa Rosa, California

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