Customer Service Representative

Overview

• Provide customers with order information, assistance

• Product support:
Parts and Equipment

• Transactional:
Orders, Claims and Invoicing

• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

• Customer inquiries are triaged by Tier 1 and transferred to the Tier 2 representatives

• Agents are also responsible for triage and assistance of internal customer requests. Identify if a customer need can be met or will it require a case transfer to Tier 2.

• Answer incoming calls and respond to customers emails
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Entering accurate ordering information into a company system.
• Comfortable working in fast-paced environments
• Strong time management and organizational skills
• Proficiency in Microsoft Office Products (Excel, Word)
• Familiarity with SAP and Call Center, and Sales Force a plus

• At least 1 to 3 years of experience required.
• Ability to analyze unlike information and draw conclusions/recommendations
• Strong verbal, written and inter-personal communication skills
• Proficiency in MS Office tools
• High degree of self-motivation to address and improve business needs.
• Sense of urgency, self-initiative, commitment, and sense of ownership is a must.
• Superior follow-up and follow-through skills
• Highly organized and flexible with the ability to prioritize their individual time while balancing customer’s demands and requirements to meet company objectives and goals.