Customer Service Representative

Overview

 

 

KGPCo is the go-to partner to Communications Service Providers. Our customers rely on our extensive range of network solutions and services to help them build, maintain, and transform networks that connect the world.

 

The communications industry is evolving every day and we are at the frontline of these innovations. From ground to cloud, the work we do is transforming networks and impacting communities nationwide. It’s work that happens because of our motivated teams of doers and problem solvers.

 

Our Core Values define how we do business:• The Customer is Everything.• Relationships Matter. All of Them.• Question Things. Take Action.• Work Hard. Work Smart. Enjoy the Experience.• Growth Mindset.

 

It’s not just a job – it’s a step in your career!

Responsibilities

SUMMARYServe as a point of contact to assigned customers.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Perform order management functions in support of the XXX customer solutions including, but not limited to; order entry, providing order status, managing change orders, expediting orders, maintain holds, and order releases.
• Provide excellent customer service by accurately responding to customer inquiries in a timely professional manner and update that information in the customer information database.
• Support of account management activities involving discrepancies, RMA support.
• Provide availability quotes to customer.
• Prepare/submit ad hoc reports to management and customers as required.
• Communicate clearly and accurately through multi-media channels (telephone, E-mail, Microsoft Teams, etc.).
• Required to work cross-functionally across KGPCo departments, Integration Centers, and other facilities.
• Learn all system functionalities and business processes required to successfully execute customer needs.
• Entry and follow-up of Microsoft CRM activities to ensure customer satisfaction
• Requires the ongoing development of process and product knowledge as well as the willingness to train new team members as requested.

Qualifications

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions

 

EDUCATION and/or EXPERIENCE

• Associate’s Degree (A.A.) or equivalent from a two-year college or technical school;
• Prior work experience in related office and/or customer service experience or equivalent combination of education and experience.
• Proficient with Microsoft Office including Word, Excel, and Outlook.
• Excellent written and verbal communication and strong organizational skills.
• Ability to establish a strong rapport with customers.
• Ability to prioritize work in a fast-paced work environment.

 

REQUIRED SKILLS

• Ability to read and understand basic instructions, short communications, and memos; draft simple written correspondence; and effectively communicate in one-on-one or small group settings with customers, clients, and colleagues.
• Proficiency in adding, subtracting, multiplying and dividing. Capable of performing calculations involving American currency and standard units of weight, volume, and distance.
• The ability to follow written, verbal, or diagram-based instructions and solve problems involving concrete variables in standardized situations.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this position, the employee is regularly required to listen and speak. The employee frequently is required to sit, use their hands to handle, touch, or feel objects, tools, or controls, and reach with their arms and hands.  

Specific vision abilities required by this position include close vision, color vision, peripheral vision and the ability to adjust focus.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<