Customer Service Call Center Rep at Butler America Aerospace L.L.C. in Salem, Oregon

Job Description:

Customer Service Call Center Representative-ENT

Location: Salem, OR

Job ID: #60041

Manage customer inquiries: respond to customer inquiries via telephone, internet, email, and/or fax to fully resolve customer questions and issues related to orders, Return Material Authorizations (RMA’s), product availability, pricing, etc. including providing status updates, order follow-up, and delivery updates.

Process orders and RMA requests in Oracle.

Enter new sales orders into billing system (Oracle). Order replacement products and RMA requests, and track shipment of those products. Place follow-up calls to ensure customer satisfaction.

Maintain customer data to ensure customer information is accurate and up-to-date.

Handle inquiries in a timely and effective manner, while projecting a courteous and professional image.

Train and mentor: may orient, train, and mentor other employees.

Maintain a high level accuracy with respect to data entry activities

Manage and maintain the phone and email queues to meet customer support goals and response-time metrics.

Follow pre-defined procedures to identify, evaluate, solve and escalate customer issues.

Follow and maintain quality standards for process improvement.

Drive continuous improvement to the customer service process and tools.

Generate product replacement and new orders and invoicing or warranty service and notify boards, hotel management/owners/operators, and/or property management services of those replacements/orders.

Provide prospective and current customers information regarding product functionality, application and pricing through both written and verbal (by phone) communication.

Assist customers with product failure and return processing issues.

Aid in the facilitation of the order fulfillment process by notifying customers of back-order situations, processing expedited orders, tracking orders , and other follow-up functions for shipping or order fulfillment.

Apply established customer satisfaction skills to resolve issues with end users and create a positive image.

Follow call-handling procedures to assure uniform support within the goals of the department.

 

Educational Requirement:

Must have a minimum of High School diploma/GED

Required Qualifications:

Must have a minimum of two years prior customer service, call center, help desk, or data entry experience.

Must have strong customer service soft-skills. Must have excellent verbal and written communication skills.

Excellent listening skills and ability to assess and respond to customer's needs.

Detail-oriented with the ability to keep accurate records of communication with customers.

Must be flexible to work any schedule Monday-Friday 5 AM to 5 PM (PST).

Preferred Qualifications: Experience with Oracle ERP. Bilingual in Spanish. Proficient in Microsoft Office applications. Call Center experience.

Hours:7:00am to 4:00pm

Education: HS Diploma

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Butler America Aerospace, LLC. is proud to provide an equal opportunity workplace and be an affirmative action employer. Consider Butler because we are committed to hiring and retaining a diverse workforce. We recognize that we thrive on diversity for the benefit of our employees, our customers, and the communities where we are located. Employment with Butler America Aerospace, LLC. is governed on the basis of qualifications and competence without regard to race, color, religion, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, gender expression, marital status, mental or physical disability or any other legally protected status.