Communicate with our business (B2B) and direct/ecommerce (B2C) customers in a call center environment through phone calls, emails, and chat.
Act as partner to and support assigned sales representatives working in the field.
Provide individualized customer service of a high standard professional level.
Prepare reporting, such as open orders reports, for customers and provide work proactively and reactively with the customer to provide solutions to outstanding order needs.
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
Assist customers with order troubleshooting, problems, and product questions.
Self-starter with a sense of urgency.
Always strive for first contact resolution for customers and when possible provide a final resolution within 24 hours.
Must be customer centric - proactive in their work, anticipating their customers’ needs and when required, can manage ongoing issues requiring follow-up with customers.
Demonstrate patience in all customer contact situations, showing courtesy and strong customer service orientation.
Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
CRM
Provide data entry, administrative support, and team assistance as needed.
Ability to work as part of a cross functional team and interact effectively with others
Required Knowledge, Skills and Abilities:
Experience in written/email/chat Ecommerce customer service
Strong computer navigation skills and PC Knowledge (5+ years’ experience).
Strong Microsoft Excel skills (5+ years’ experience)
Exceptional verbal and written communication skills
Strong data entry skills
Job Requirements:
Individual must possess a high school diploma or GED equivalent
College or some college preferred
5+ years’ experience in customer service
Essential Functions/Physical Demands:
Positional: Driving in accordance with job duties assigned. Infrequent standing and walking. Constant sitting.
Gross Mobility: Rare climbing, or crawling. Infrequent balancing, stooping, kneeling, or crouching.
Sensory: Rare tasting/smelling. Infrequent use of color vision. Occasional use of far visual acuity, depth perception, and field of vision. Frequent use of near and midrange visual acuity, and visual accommodation. Frequent to constant talking.
Behaviors
Preferred
Enthusiastic: Shows intense and eager enjoyment and interest
Dedicated: Devoted to a task or purpose with loyalty or integrity
Team Player: Works well as a member of a group
Motivations
Preferred
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
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. 41 CFR 60-1.35(c)