Customer Service Representative

Customer Service Representative

ESSENTIAL FUNCTIONS

The Office Lead performs order processing, phone/email/chat customer service and general office and sales support.

JOB DESCRIPTION

  • Provide secondary customer support behind the customer support lead
  • Follow customer support guidelines as established by customer support lead
  • Display the highest level of verbal and written communication to all customers
  • Promote customer service ‘Best Practices’ at all times
  • Fulfill customer service requests via phone, email, mail, chat, in person or social media
  • Establish and maintain effective and cooperative working relationships and excellent customer service with dealers and sales

GENERAL

  • Purchase office supplies as needed
  • Organize company events
  • Weekly and monthly reporting to direct supervisor
  • Maintaining a sound understanding and adherence to the 509 quality policies
  • Must become proficient in the use of Netsuite ERP system
  • Perform other assigned tasks and duties as necessary

ORDER MANAGEMENT

  • Proactively assisting and implementing order process improvements
  • Input web and dealer orders into Acumatica on a daily basis first thing each morning and throughout the day
  • Print orders for the warehouse on a daily basis
  • Proactively monitor backorders and generate shipments on a daily basis
  • Manage order issues, discrepancies, changes, additions
  • Enter employee gear orders into Acumatica and ensure everyone is adhering to the policy

KNOWLEDGE AND SKILLS

  • Strong customer orientation
  • 3-5 years High Volume corporate Collections experience.
  • Strong negotiation and customer relationship skills
  • Ability to evaluate and analyze data independently
  • Proven initiative and creative approaches to problem solving
  • MS Office including Excel, Word, and Outlook.
  • Strong attention to detail, goal oriented

COMPLEXITY/PROBLEM SOLVING

  • Problem analysis and problem resolution at a functional level
  • Strong customer orientation
  • Computer proficiency
  • Commitment to excellent customer service
  • Excellent written and verbal communication abilities, including active listening skills
  • Ability to prioritize and manage multiple responsibilities

COMMUNICATION/INTERPERSONAL SKILLS

  • Excellent interpersonal and communication skills

WORKING CONDITIONS/PHYSICAL EFFORT

  • Responsibilities may require working evenings and weekends, sometimes with little advanced notice.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Inside work with no exposure to weather conditions.
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