Domestic Customer Support Associate

Essential Duties

• Handle 75-100 emails per day
• Handle 50-75 phone calls per day
• Service clients located all over North America
• Schedule, communicate, and file documents regarding tool delivery
• Enter data into Excel, SAP (ERP) and other software
• Cook up any missing components for orders with purchasing (some products may not be in stock and may have to be placed on backorder)
• Learn part numbers
• Suggest equipment and supplies to meet customer needs
• FOLLOW UP SKILLS – CONSTANT FOLLOW UP
• Enter billing data and then review to ensure:
• Proper documentation is provided by Customer
• Customer is being billed accurately according to current price lists & current global agreements
• Reconcile inventory on invoice by matching the SKU to what is on the order
• The correct amount is applied for shipping
• The correct account is being used for the customer
• Provide customer with copy of order when completed
• Handle requests (when necessary) for:
• Third-party charges (i.e. shipping)
• Exceptions to normally required documentation
• Price changes
• Answer both internal and external questions (Internal- Salespeople, Territory Managers, Customer Service, etc. External- end users / customers)
• Communicate with customers directly via phone/email to assist with:
• Billing/Accounting
• Customer account verifications (when necessary)
• Date(s) of purchase information
• Repair history
• Warranty information – answer questions/provide information regarding status
• Customer ID information
• Monitor the “Domestic Box” and forward any faxes submitted by customers to the appropriate department, then file those faxes accordingly

Requirements

• Willing and able to learn a highly technical product quickly
• Strong relentless follow up skills
• MUST BE a self-starter
• Must be diligent / proactive
• Experience in an environment with an actual commodity, product or physical object
• Able to move/lift on occasion and go into warehouse environment in order to resolve inventory issues and/or answer questions accurately
• Aptitude with both Technical Support and Sales Support with regards to (tooling / physical product / commodity & accessories)
• Must have thick skin, this is a fast paced, high intensity environment
• Display a willingness and disposition to learn and be trained
• Proficient with Microsoft suite and computers in general
• Strong writing and speaking skills

Preferred

• Prior experience with SAP B1, Great Plains, or similar ERP system
• Experience handling / supporting a team of Sales Representatives
• Experience handling customer service in an online chat environment
• Experience handling heavy volume of phone calls / emails