Customer Service - Customer Service Representative

Summary:

Responsible for performing the full range of assigned onsite duties which includes everything a Customer Experience Representative I and II plus has more complex assignments and technical duties as part of their daily experience with customers...

Duties:
? Process orders in a fast-paced environment.
? Enter orders in ERP system via inbound calls, emails, chat, SMS.
? Provide knowledgeable answers to customers regarding product, pricing, and inventory availability inquiries.
? Help customers navigate our website and place orders online.
? Work with internal departments to meet customers? needs.
? Work with customers to resolve product returns, shipping inquiries and order status questions.
? Develop and maintain strong customer relationships with customer group by relationship building and communicating via telephone, email, and other modes of communication.
? Anticipate, identify, manage, and proactively work to seek solutions for potential problems for the customers.
? Review customer orders for accuracy to ensure all information provided is accurate.
? Utilized amongst team as a Super User, conduct training for new hires and refresher training.
? Answer incoming telephone calls in a courteous and professional manner.
? Inform customers of prices, shipping dates, anticipated delays, and any additional information needed by customers.
? Comply with quality assurance metrics.
? Update customer order/account information in ERP system.
? Enter credits in ERP system.
? Send and receive customer documents in ERP system.
? Solicit sales of new or additional services.
? Prepare customer reports.
? Maintain files for order-related paperwork in an organized manner.
? Handle customer complaints or escalate if/when necessary.
? Other duties as assigned.
? Back up for team lead or Supervisor.

NetSuite Skills:
? Place orders, issue RMA's, check ETA's, accept payments, create DTC accounts, price and availability, check order status, basic understanding of WMS.
? Highly proficient in NetSuite, consider a Super User.
? Can work reports, email, Issue RMA credits, apply payments, apply credits, read financials. Manage back orders, ability to move orders.
? Proficient and understands exports, training, investigate and correct order issues, working knowledge of special orders, working as NetSuite tester. The ability to manage escalations.

Technical Skills:
? Cross Reference Expert Searching for part by dimensions, how to measure parts (mounting holes, outside diameter, inside diameter, length).
? Core ability to read diagrams and how to explain.
? Basic Starting System and how it works and being able to diagnose repair point (Rebuild over the phone).
? Using AEP ERP company websites cross references for parts.
? Better at searching for parts with little information- (knowing questions to ask).
? Diagnose different symptoms to offer a solution.
? Ability place orders across J&N and Stens brands.

Drive Organizational Culture:

Demonstrate a positive attitude

Be resourceful

Communicate cross functionally

Foster change and innovation

Have a passion for winning

Education and Qualifications:

High school diploma, GED or equivalent experience required.

College degree preferred.

5+ years of Contact Center experience preferred.

Leadership experience.

Excellent time management skills.

Strong organizational skills.

Strong business acumen.

Excellent oral and written communication skills.

Strong teamwork.

Bilingual (Spanish and/or French) preferred.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; used hands to handle or feel; and reach with hands and arms. The employee may be required to sit for prolonged periods. Using proper lifting techniques, the employee must be able to lift up to 30 lbs. occasionally.

Working Conditions:

Heated and air-conditioned office.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:
? 401(k)
? Dental insurance
? Health insurance
? Paid time off
? Vision insurance

Shift:
? 8 hour shift
? Day shift

Application Question(s):
? Are you available to work 9 :30 am- 6:00 pm EST Mon-Fri?

Experience:
? Processing Orders: 2 years (Required)
? Customer service: 5 years (Required)
? Call center: 5 years (Required)
? Working Remote: 1 year (Required)
? ERP systems: 1 year (Required)

Work Location: Remote

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