Customer Solutions Representative I

Overview

Provides exceptional customer service with a friendly and positive attitude.  Performs routine customer order processing functions; receive and respond to customer inquiries, complaints and/or orders; processing of customer returns and backorder requests; provides sales support for Americas Sales Territory. Hours are 8:30am - 5:00pm. During daylight savings the hours are 9:30am - 6:00pm. 

Responsibilities

• Review customer concerns, consider options and develop best solutions for customer
• Receive inbound customer correspondence which may result in:
  • Entering an order
  • Entering a catalog request
  • Prepare quotation requests
  • Researching the status of an existing order
  • Providing item information such as price, availability or technical information
  • Resolving other customer service issues as needed
• Process customer returns and backorder information requests
• 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
  • Files claims/tracers for lost/damaged shipments
• Daily report monitoring
  • Reviewing daily quality reports and correction data when necessary
  • Monitors expedite status, proactively updates customers
  • Reviews credit hold report to contact customers and release orders
  • Reviews backorder report and keeps customer informed of changes to delivery dates
• 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:
  • Standard High volume quotation requests, using established pricing guidelines
  • Scheduling agreements
  • Canada orders/quotes
  • Returns and monitors return queue
• Proactive outbound customer calls with a focus on selling and customer satisfaction. This includes but not limited to the following types of outbound calls:
  • Customer and opportunity development
  • On Hold Orders
  • Quote follow up
  • Customer concerns
  • Gather customer feedback to continuously improve the customer experience 

 Essential Qualifications:

• Timeliness and regular attendance are required
• Report to work station and be ready to work at scheduled time
• Comply with federal, state, and company policies, procedures, and regulations
• Provides phone and chat coverage for the duration of full work shift
• Special Customer Account Support SSA
• Ability to provide special shift coverage with limited management oversight:
• 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 individuals with disabilities to perform the essential functions

 

Required Skills & Abilities:

• Intermediate to high level of PC Skills in MS Word/Excel/E-Mail
• Excellent written and verbal communication skills
• Highly organized
• Accurate typing skills
• Attention to detail
• Working knowledge of current policies and procedures for data entry
• Demonstrates skills with telephone etiquette
• Works productively with others in a team environment
• Encourages open communication by listening attentively and actively. Seeks to fully understand information from many points of view
• Greets callers, establishes rapport, projects professional tone, handles complaints, & record statistics on each call

Education/Experience:

High School diploma or equivalent; minimum of two (2) years related prior work experience.

 

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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