Provides customer and field sales support on all service related issued including order processing, policy/program interpretation, product & technical inquiries, situation investigation and resolution. Expedites inbound/outbound correspondence, handles returns, defectives, and shipping and billing discrepancies.

ESSENTIAL DUTIES AND RESPONSIBILITIES: other duties may be assigned as needed.

• Process incoming calls from customers and field sales. Handle all inquiries and troubleshoot complaints, process orders,      recommend products based on need, provide competitive comparisons, initiate Situations, and provide technical assistance if needed.
• Process customer orders via telephone, mail, fax, and EDI with emphasis on accurate entry and administration of customer’s      unique buying arrangements.  
• Act as liaison between customers, field sales, and inter/intra departmental personnel on service-related issues.  Coordinates and expedites communications to insure satisfactory resolution.
• Investigate and analyze service deficiency claims, seeing that appropriate debit/credit adjustments are issued via Salesforce if warranted. Identify situations where additional service recovery action may be required.       
• Administer Sales Promotions that require intervention at point of order. Monitor orders and counsel customers on promotions or order upgrade opportunities that are in the customer’s best interest
• Provide training/orientation to new team members as required.

BEHAVIORAL CAPABILITIES:

INTEGRITY: Does not ethically cut corners. Remains consistent in terms of what one says and does and in terms of behavior towards others. Earns trust of coworkers. Puts organization above self interests.

CUSTOMER FOCUS: Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer.

ENERGY:  Exhibits energy, strong desire to achieve, high dedication level. 

ANALYSIS SKILLS: Identifies problems/opportunities. Analyzes problems and elevates to Customer Service Lead or Customer Service Manager, if necessary. 

INITIATIVE: Goes beyond the “call of duty,” finds ways to exceed customer expectations. Shows bias for action (“do it now”).

ORGANIZATIONAL SKILLS: Can perform multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information in a useful manner.

PRIORITIZING & COMPLETING TASKS: Spends his/her time on what’s important; quickly zeros in on the critical few and focuses to meet deadlines; remains focused.

TIME MANAGEMENT: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others.

WRITTEN/VERBAL COMMUNICATIONS: Is able to write and speak clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

DRIVE FOR RESULTS: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers.

EDUCATION and/or EXPERIENCE  

• High School Diploma/G.E.D. and/or some college preferred.
• Minimum two years’ experience in business-to-business customer service environment

REQUIRED SKILLS

• Working knowledge of Microsoft Office Suite – Outlook, Word, Excel 
• Proficient computer skills to navigate various software packages and the internet 
• Excellent oral/written communication and phone skills/etiquette
• Basic math skills
• Collaborative, team-player
• Strong Customer Service focus
• Ability to generate respect and trust from fellow employees and external constituencies.

PHYSICAL REQUIREMENTS

• Computer work for extended periods of time