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Inbound Order Representative

Updated: January 4, 2012

Purpose

To process and sell incoming orders from Swanson customers. Orders will be received through incoming phone calls

Reports To

Call Center Supervisor

Qualifications

  • High school diploma or GED equivalent preferred
  • Basic computer skills
  • Excellent communication skills
  • Excellent attendance
  • Demonstrated ability and initiative to sell
  • Sales and/or customer service experience preferred

Equipment Used

  • Mozart system
  • PC
  • Fax
  • Copier
  • Telephone

Physical Requirements

  • May need to sit for an extended period of time

Essential Duties

  1. Process incoming phone calls as received through the automated call system. Maintain staff/shift average.
  2. Process outgoing calls to Swanson customers. Maintain an average call quality level of “meets expectations” or above.
  3. Process all phone orders following Swanson Health Products call standards. Maintain an average call quality level of “meets expectations” or above.
  4. Offer a reorder reminder on all applicable calls. Maintain an offer percentage of 95% or higher on all applicable calls.
  5. Answer customer questions regarding products services and order status via phone or webchat. Maintain appropriate level of customer satisfaction and maintain department standards for call quality.
  6. Assist with mail order as needed. Maintain an accuracy level of 89% on all mail orders processed.
  7. Assist with special projects as deemed necessary by management. Perform to project expectations.
  8. Assist with outbound campaigns as needed. Maintain an average call quality level of “meets expectations” or above.

Information above subject to change without notice.