Customer Solutions Representative I

Overview

Delivers exceptional customer service with a friendly, positive, and professional demeanor. Efficiently manages intricate customer order processing with a strong focus on accuracy and attention to detail. Proactively responds to customer inquiries, resolves complaints, and provides timely updates on order status. Demonstrates strong problem-solving abilities to identify effective solutions while supporting customers across multiple channels.

Location and Hours: This position is open to candidates based in either Tucson, AZ or Cherry Hill, NJ. Standard working hours are 8:30am - 5:00pm (Tucson) or 11:30am - 8:00pm (Cherry Hill), Please note that during Daylight Savings Time, Tucson hours will shift to 9:30am - 6:00pm to align with Eastern Time. 

Responsibilities

• Review customer concerns, evaluate potential options, and develop an effective solution to ensure customer satisfaction.
• Receive inbound customer correspondence which may result in:
  • Accurately entering customer orders into the system.
  • Processing catalog requests and ensure timely fulfillment.
  • Preparing quotations based on customer specifications.
  • Researching and providing updates on the status of existing orders.
  • Providing detailed product information, including pricing, availability, and technical details.
  • Resolving customer service issues promptly and professionally to ensure customer satisfaction.
  • Processing customer returns and backorder information requests while coordinating with the appropriate departments and ensuring timely customer responses.
• Maintain customer information in CRM database:
  • Ensure customer information is current, accurate and complete.
  • Merge duplicate customer accounts.
  • Contact customers to verify any address changes.
• Resolves returned package issues by investigating and coordinating corrective actions 
  • Files claims/tracers for lost or damaged shipments to ensure timely resolution and customer satisfaction.
• Daily report monitoring
  • Reviewing daily quality reports and correction data.
  • Monitors expedite order status and proactively provides customers with updates.
  • Reviews credit hold report, contact customers regarding payment or account issues, and coordinate the release of orders once resolved.
  • Reviews backorder report and communicate delivery date changes or availability updates to customers.
• Monitors and assigns work within shared tools and inboxes, including but not limited to:
  • Web orders
  • Sales Support emails
• The ability to handle complex customer inquiries, including processing and managing the following types of inquiries:
  • Process and manage high-volume standard product quotation requests, using established pricing guidelines.
  • Blanket order processing and management by updating customers proactively regarding any changes to order status, delivery schedules or product availability.
  • Process Canada orders & quotations, ensuring accurate handling of currency distinctions between Canadian and US dollars.
  • Process returns and monitors return queue.
• Conduct proactive outbound customer calls to  drive sales, develop opportunities and enhance customer satisfaction. Types of outbound calls include but are not limited to:
  • Customer and opportunity development to identify new sales or service opportunity.
  • On Hold Orders to ensure timely processing.
  • Quote follow up to provide follow ups and encourage order placement.
  • Addressing Customer concerns to resolve issues quickly and professionally.
  • Gather customer feedback to continuously improve the customer experience.

 Essential Qualifications:

• Punctuality and attendance: Timeliness and regular attendance are required; report to your workstation and be ready to work at the scheduled time
• Customer support coverage: Provide consistent phone and chat coverage for the duration of the full work shift.
• Special account support: Ability to provide dedicated support for special customer accounts.
• Comply with federal, state, and company policies, procedures, and regulations
• Flexible shift coverage: Capable of providing coverage during special shifts with limited management oversight, including:
• Late shift
• Saturday shift
• Skeleton crew

Qualifications

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable