Customer Service Representative

Job Description:

This position is responsible for day-to-day execution of all areas of customer service and sales support, including call center participation, pre-sales inquiries, quoting/order entry, issues resolution, and some administrative tasks for both New and Used Equipment Sales. The Customer Experience Inside Sales Rep is expected to demonstrate knowledge of products, customer agreements, and sales transactions. Establishing strong customer relationships with customers make this position a key contributor factor to outstanding service that differentiates the Genie brand from the competition. Strong initiative, accuracy, and problem-solving skills are expected as well as a genuine desire to help customers.

What you'll do                                                                                                               

Customer Support:

• Respond promptly and professionally to customer inquiries via various channels, such as phone & email.

• Provide accurate information and assistance to customers regarding products, quotes, orders, and general inquiries.

• Escalate complex or unresolved customer problems to the appropriate department or supervisor. 

Order Processing:

• Process customer orders accurately and efficiently, ensuring all necessary information is captured and entered in the system for both New and Used Equipment.

• Coordinate with various departments, such as production or logistics, to ensure timely and accurate order fulfillment.

Administrative Tasks:

• Perform administrative duties to support the customer service team, such as maintaining customer databases, updating customer records, and processing orders or returns.

• Prepare and distribute reports, documentation, and purchase orders related to customer service activities.

• Maintain organized and up-to-date case management queue of upcoming tasks to ensure easy access to customer queries, purchase orders and relevant information.

Product Knowledge and Training:

• Stay informed about the company's products, services, and industry trends to provide accurate information and address customer inquiries effectively.

• Participate in training sessions and ongoing professional development activities to enhance customer service skills and knowledge.

What you'll bring

• High school diploma required

• Minimum of (4) years of experience in Sales, Customer Service, Marketing, Communications, Service working in one of these areas or relevant bachelor's degree

• Ability to work hybrid work schedule in-person and remote based in Bothell, Washington

• Strong written communication skills across platforms; email, chat, and phone are equal strengths; Uses simple language to discuss technical or complicated items

• Effective, polished interaction with customers, proven ability to quickly capture relevant information; explain next steps in resolving issues; communicate next steps and status, and inspire confidence

• Strong curiosity, creative thinking, and a demonstrated ability to solve problems

• Ability to use Microsoft office tools, especially Outlook, Teams, Word, Excel, PowerPoint

• Ability to establish strong external and internal business relations

• Ability to deal with ambiguity

• Good organizational and time management skills

Preferred:

• Bachelor's Degree from an accredited institution in Business, Marketing, Communication or Industrial Engineering

• Salesforce, CPQ (configure price quote) and Oracle ERP experience and the ability to adapt and learn new systems

• Passion for problem-solving through the ability to self-learn, think critically, and have fun while doing it

• Thrive in ambiguous situations; effectively manage change; shift gears comfortably; decide and act without having the total picture; comfortable handling risk and uncertainty

• Assimilate quickly into a team environment

• Ability to manage and multi-task across several initiatives at once, and keep on top of details

• Thrives in an environment where all ideas are welcome, discussed, and critically analyzed; where once a decision is made, even if it’s not your favorite, you go all-in to make it a success

• Demonstrated ability to use influence and persuasion skills to navigate barriers and conflict

• Ability to influence others without authority independent of title or grade

• Knowledge of process improvement and lean manufacturing concepts