Customer Service Representative

Job Description

Benefits:

• Comprehensive benefits package including health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more.
• Benefits begin the month following the hire date.

Salary:

• The hourly wage for this position ranges from $22.00 - $27.00 and varies based on specific responsibilities and geographic location.
• Starting hourly rate within this range will be determined based on the candidate's experience, qualifications, and/or skillset.

Essential Functions

• Answer incoming customer service tickets, phone calls, and Teams messages, courteously and consistently using established guidelines.
• Respond full circle to requests from customers, sales reps, and service reps.
• Collaborate with other departments to resolve customer issues and align with customers’ needs and requests.
• Maintain appropriate records and documentation in our ERP System.
• Act as an Account advocate by managing and overseeing inquiries that require concierge handling.
• Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them.
• Investigate and resolve billing concerns by tracing shipments, researching price differences, and entering credit memos for approval, quoting special parts prices, and following up on credit hold orders in our ERP.
• Provide problem solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction.
• Efficiently enter orders and address inquiries by leveraging the resources within the business, and following the standardized processes implemented.
• Complete and review customer specific reports for accuracy and integrity.
• Recommend ideas which enhance the overall customer experience.

Qualifications

• Education: High School Diploma or GED required. Associates degree in Business or related field preferred.
• Experience: 2+ years of previous customer service experience, preferably in manufacturing and/or installation/maintenance/repair environment.
• Excel experience (VLOOKUP's, Pivot Tables)
• Ticketing system experience, a plus.
• ERP experience (quoting, order entry, and returns) is a plus.

Functional Success Drivers

• Customer Focus
• Detail Oriented
• Interpersonal Savvy
• Energy
• Communication
• Listening