Customer Service Advocate (1030AM-7PM EST - REMOTE OPPORTUNITY!) at Essendant, Inc in Orchard Park, New York

Posted in Nonprofit - Social Services 8 days ago.

Type: Full-Time

Job Description:

Major Responsibilities

  • Provides customer service regarding shipment/delivery, returns, credit, order status, corrections, and other customer concerns.

  • Proactively raise issues with customer, such as:

  • Process holds, track & process backorders

  • Manual touches (e.g. updating portals with tracking)

  • Address ad-hoc customer requests, such as:

  • Guide customers on self-service options

  • Provide quotes, pricing and freight estimates

  • Complete order entry

  • Provide credit validation / reconciliation

  • Address sample and product shopping requests

  • Conduct stock checks and vendor/item inquiries

  • Issue resolution (delivery issues, credits, returns)

  • Managing inbound and outbound phone calls and email

  • Track requests against service level limitations, and manage communications protocol around unavailable services

  • Address bids routed from sales

  • Follow up on and track customer satisfaction

  • Route customer master, specialized reporting, custom account modification requests and specialized items to Sales Ops or Competency Center as appropriate

  • Works with internal software and database to update customer order status.

  • Understands and demonstrates Essendant Core Values.

  • Performs other duties as assigned.


Skills/Knowledge Required

  • Relationship development with assigned customers

  • Competency in completion of care services that can be provided without manual effort (e.g. quotes)

  • Mastery of efficient completion of care services that can be provided without manual effort (e.g. quotes)

  • Competency in addressing the range of care requests requiring manual efforts

  • Tight coordination with other paired resources (sales) to ensure complementary efforts

  • Proactive issue identification & resolution

  • Strong problem solving, communication and customer service skills

  • Familiarity with service level limitations & addressing the range of care requests requiring manual efforts

  • Ability to communicate with customers (internal/external) and create a positive image of the Company.

  • Ability to plan, prioritize and organize assignments.

  • Ability to demonstrate good judgment skills and apply general rules to specific situations.

  • Demonstrated high level of initiative with the ability to multi-task and work in a fast-paced environment.

  • Excellent written, verbal, interpersonal and phone skills.

  • Industry knowledge is desirable.

  • Basic computer proficiency including MS Office applications (Word, Excel, Access).  Siebold tracking tool knowledge helpful.


Education and Experience

  • High School diploma or GED required.

  • Prior 6 months to 1 year of customer service or internal care related experience preferred

  • Remote experience is a plus


Ind Contributor-NonExempt