Customer Support Representative II – National Accounts

Responsibilities

• Manage orders including products, quantity, cost, resale, freight terms and requested delivery timing while driving for first contact resolution.
• Monitor internal reports to ensure customer deliverables are obtained.
• Investigate customer requests for returns and coordinate credits and/or replacement product(s).
• Investigate and resolve all customer inquiries while capturing details in Shorr’s CRM system.
• Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
• Manage time and multitask in order to handle multiple responsibilities.
• Ensure the customer’s demands are met with a focus on improving the customer experience.
• Build credibility and trust with Shorr Select customers.
• Manage customer cases in SX.e and CRM systems ensuring timely resolution.
• Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.
• Create and maintain customer files/profiles and account notes in SX.e and CRMAbility to collaborate cross-functionally by communicating critical details to enhance customer experience.
• Set up and maintain price records at the direction of sales team.

Requirements

• A high school diploma or general education degree (GED), and an associates or higher degree preferred.
• 3+ years Customer Service or Client Services related experience and/or training.
• Passion for being a Shorr Select brand ambassador and delivering an excellent customer experience or demonstrated ability having done so in another B2B customer support environment.
• Demonstrated customer-focused problem solver with strong desire for accountability.
• Excellent communication (verbal and written) skills with ability to handle conflict resolution.
• Demonstrated ability to be adaptable and thrive in a fast-paced environment with constant change.
• Knowledge of logistics, including carriers, shipping policies and procedures.
• Superior organizational skills and strong attention to detail required.
• Strong time-management with ability to effectively prioritize multiple requests and pressures.
• Prior experience using MS Outlook, Word, and Excel.
• Intermediate level Microsoft Excel- manipulation of data, formulas and reporting is preferred.

Benefits

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits: Medical, dental, vision and other insurance coverages
• Generous PTO with vacation, sick and floating holidays.
• 401K plan plus matching
• Team based Employee Owner company culture

Pay

The base pay range for this role is $27 – $29 per hour.