Customer Service Representative

Overview

Essential Duties and Responsibilities

• Promptly acknowledge and resolve customer and internal office inquiries in a positive, professional manner to ensure customer satisfaction.
• Coordinate with vendors and manufacturers to obtain technical support resolutions for transactional customers.
• Collaborate with transactional customers, internal offices, and vendors/manufacturers to coordinate Return Merchandise Authorizations regarding return for credit, dead/damaged on arrival, warranty exchanges and negotiate potential shipping and restocking fees.
• Resolve issues related to incorrect or lost shipments with vendors and manufacturers.
• Assess customer returned product to determine resale quality.
• Ensure cases/tasks are completed in a timely manner.
• Promptly manage and document returns and exchanges to be a steward of the company’s financial position by processing corrections and working with manufacturers for credits.
• Collaborate with various internal departments and vendors to maintain current vendor contact and technical information.
• Other duties assigned as business needs changes.

• Communicate and interact with customers and internal teams in a professional and timely manner
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Demonstrate time management skills with attention to detail
• Ability to exercise solid judgement with sound problem solving and decision making skills.
• Proficiency in Microsoft Office applications (primarily Word, Excel, and Outlook)

• High School Diploma or equivalent is required
• Formal education in Electronics or related field is a plus
• Preferred 1-2 years Customer Service experience

• This position operates in a professional office environment with interactions in a warehouse space. This role involves standard office equipment such as computers, computer accessories, photocopiers, and filing cabinets. The work environment is generally moderate in noise (inter-office conversations and computers/printers). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position regularly requires employees to sit for long periods of time at a desk and operate standard office equipment, i.e., computers, copy machines, printer, etc.
• The ability to lift approximately 25-50lbs.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.