Customer Support Representative (214098-886)

Overview of the Position

This position is responsible for managing an array of front-facing duties such as processing orders for replacement equipment that come in primarily via phone calls. Responds to inbound calls with questions related to order, order status, return of equipment, credits and/or invoice issues. This position maintains product knowledge that can be critical for offering quick and accurate assistance to customers. Must have excellent customer service standards to maintain high customer satisfaction with franchisees and suppliers.

Essential Functions

• Process Orders for Replacement Equipment
  • Enter orders accurately and with appropriate lead times, giving supplier's ability to meet expected delivery dates to ensure all projects are managed to the expected delivery schedules.
    • Determine accurate equipment selection with correct technical specifications.
    • Resolve product, warranty, or service problems by clarifying the issue, determining the cause, and expediting correction to ensure resolution.
• Respond to inbound calls
  • Process orders, respond to order status, or invoice issues because of an inbound call to the customer support team.
  • Reach out to suppliers to resolve tracking discrepancies or other problem resolution.
• Utilize tools, reports, and processes to perform job effectively.
  • Utilize reports to monitor customer and supplier reporting.
  • Maintain open order report to ensure on time delivery.
  • Employ key tools and resources to provide customer shipping and status information.
  • Build and maintain proficiency in the use of ERP, SharePoint, and Knowledge Management Systems.
• Ensure customer service key performance indicators are met.
  • Attend equipment and asset training to develop and maintain equipment and product proficiency.
  • Provide support to resolve customer escalations and/or supplier issues.
  • Provide support to resolve customer and/or supplier issues.
  • Provide back up support to other duties in the customer support team over time.

Required Education, Experience, and Skills

• Bachelor's degree preferred.
• Minimum of 3 years of experience in order fulfillment, customer service, or sales support.
• Seeking strong order entry skills and the ability to use multiple systems to support a diverse portfolio of work.
• Prioritize experience with restaurant equipment.
• Prioritize experience supporting field/construction/development projects.
• Strong interpersonal, communication and organizational skills.
• High ability to multitask under tight deadlines.
• Excellent written and verbal skills.
• Strong computer skills in Word, Excel, Microsoft Teams, and Outlook.