Representative, Customer Service

General Summary

Responsible for cultivating customer relationships for current/potential customers by utilizing excellent and developing knowledge of Cable Exchange products, capabilities, as well as CRM processes, and procedures. Accountable for customer service as related to serving customer orders from the point of sale up to and including the time the order ships and invoices. This may include, but is not limited to, order input, order scheduling, expediting, tracking, finding, and coordinating alternative materials as necessary, and in general any aspect of meeting customers’ needs.

Duties & Responsibilities

• Follow developed procedures pertinent to the effective and efficient operations of Customer Service and develops new procedures as necessary.
• Monitor programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company’s systems and processes and participating in the development of same. 
• Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and status. 
• Act as a resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling. 
• Assist in resolving customer disputes by preparing or assembling supporting documentation. 
• Develop knowledge of Cable Exchange and relevant CommScope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organizations. · Provide customers with product literature and documentation when necessary or appropriate. 
• Report and manage daily sales/production reports and metrics. 
• Perform various functions involving order management such as handling inbound/outbound calls to and from customers, business partners, and sales organizations regarding order entry, order confirmations, order acknowledgments, order change notifications, and website inquiries, among other incidental tasks and duties. 
• Provide support and backup assistance to peers.
• Communicate with the Sales and Planning organization to anticipate projects, completion timetables, and potential scheduling issues. 
• Set customer expectations and priorities for the supply chain (not just expedites)
• Identify opportunities to improve efficiency and enhance customer satisfaction and appreciation
• Perform other duties assigned and unassigned that are required by the needs of the business.
• Participate in ongoing product, process, and business skills training.
• Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues, and supervisors and maintain them over time.
• Support and participate in overall business development activities of the company.
• Develop, update, and improve communication methods and tools. 

Examples of General Tasks Related to Customer Service Responsibilities include, but are not limited to:

Customer Service

• Order entry and order management.
• Providing pricing, order status, and availability.
• Provide support for complaint processing.
• "Do the customer's job for them;"
• Work with Customers & Sales Team to develop a better understanding of our products and their place in meeting customer needs.

Sales Support

• Provide any support required by the Sales Team to facilitate order managemen and fulfillment.

 

SKILLS REQUIRED

Individuals must be detail-oriented people who can multi-task and are able to understand technical information as well as product specifications. Excellent interpersonal and follow-up skills are required. The position includes handling and follow-through on customer service issues, estimating, and sales. At least 3 years of customer service or sales support experience.