Tier 2 Customer Service Representative

Job-ID: 13704; Location(s): Broomfield, CO 

Tier 2 Customer Service Representative
This role is responsible for providing excellent customer service through fast and accurate processing of orders, phone calls, and emails. This individual will communicate and coordinate with other departments to resolve inquiries and disputes while also answering general inquiries regarding pricing, products, shipment dates, etc. The individual is to ensure all pricing and customer information is accurate while providing a high level of customer satisfaction.  

Job Description Details
Customer Service

• Answers general inquiries via phone or email regarding pricing, products, scheduling, etc.
• Answers inbound Customer Service calls during business hours from sales team, wholesale customers, contractors, engineers, property owners, end users
• Provides order follow up communications with customer, sales and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc.
• Facilitates ongoing communication/collaboration between all departments to achieve order quality and improvement
• Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions

 

Return Merchandise Authorization

• Receives and reviews customer return request via email case or facsimile; research customer information to obtain data required for RMA, including but not limited to quantity, date of purchase, price and part numbers; determines whether goods are within the return policy parameters based on company guidelines and procedures; determines appropriate return code for RMA
• Contacts customer via phone or email to review RMA and processes; provides instructions regarding return, restocking fee, credit terms, or replacement; if applicable, discusses policy regarding special order or discontinued parts and associated shipping costs

 

Warranty Claim

• Receives and reviews customer warranty claim request via email case in Salesforce CRM; gather required information to process on warranty claim and testing release forms; ensure all details are documented within Salesforce case; determine if field scrap of product is appropriate method to process
• Contacts customer via phone or email to review details and submit emailed communication for further steps; request additional customer documents if needed including invoices, photos, videos

 

Logistics Issues

• Receives and reviews shipment issue request via phone or email case; research shipment and tracking information including purchase order, packing list, Bill of Lading, Delivery Receipt, and carrier tracking websites
• Communicate with internal freight department and/or carriers via phone or email in order to assist for customer resolution
• Document details in Salesforce CRM case for research request from corresponding departments

 

Pricing and Availability

• Responsible for creating product quotes in SAP
• Provide material stock information per incoming calls or email requests
• Research part numbers by utilizing technical documentation, website, catalog, or searching in SAP
• Answers incoming calls regarding pricing and availability or tracking shipments
• Provide detailed order information

 

Field Sales Support

• Provide support of Field Sales including returning customer phone calls, account and special pricing information and product availability obtained through SAP, pulls requested data and literature and forwards to appropriate individual
• Provide sales and customer information to Field Sales utilizing SAP and Salesforce CRM software; prepares reports and documentation as needed

 

Customer Pricing

• Research customer pricing on account to verify all pricing is accurate; utilizing price break tables, special price sheets, category pricing, job quote, etc.
• Ensures all pricing, pricing calculators, and customer information has been entered accurately, according to sales agreement
• Investigates pricing discrepancies; if unable to resolve, contact pricing administrator or field sales to verify correct pricing information

 

Order Entry

• Responsible for entering and processing customer order changes accurately and efficiently into SAP
• Responsible for verifying orders for accuracy
• Communicating with customer regarding orders and shippin