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Customer Care Associate (11am-8pm) at Essendant Co.

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Suwanee, Georgia





Job Description:





















Primary Purpose 



This position is responsible for providing excellent customer service and related support to our small to medium sized customers.



Major Responsibilities




  • Supports small and medium sized customer inquiries received by phone, email or fax that include  answering questions about product information/pricing, order status, price/quantity deviations, etc. 

  • Expedites customer requests.

  • Serves as liaison to internal and external service providers to facilitate resolutions on behalf of the customer.

  • Offers suggestions for replacement items when an item is out of stock in the warehouse. 

  • Upsells products to compliment items ordered by customer. 

  • Seeks ways to contribute to the company's overall success.

  • Processes credit card charges, credits & debits within 48 hours.

  • Manages and maintains customer credit card account detail in CyberSource as well as updating notes in required CS tools.

  • Maintains current and accurate knowledge of system, product, vendor, and company procedures, policies and to support professional growth.   

  • Understands and demonstrates Company Core Values.

  • Seeks ways to contribute to the company's overall success.

  • Performs other duties as assigned.



Skills/Knowledge Required




  • Strong customer service skills.

  • Strong oral and written communication skills.

  • Professionalism with the ability to balance urgency and decisiveness with customer service relationship skills and attention to detail.

  • Strong time management and organizational skills, including ability to manage and prioritize multiple tasks.

  • Ability to acquire information from customers to drive solutions and meet customer needs. 

  • Strong follow up skills to ensure timely resolution in meeting customer needs.   

  • Ability to learn and navigate Company tools and resources as required by role. 


 

Experience

Preferred
  • 1 year(s): customer service

Education

Preferred
  • High School or better

Behaviors

Preferred

  • Team Player: Works well as a member of a group

  • Leader: Inspires teammates to follow them

  • Dedicated: Devoted to a task or purpose with loyalty or integrity

  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

  • Self-Starter: Inspired to perform without outside help

  • Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

  • Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

  • Goal Completion: Inspired to perform well by the completion of tasks

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

See job description