Customer Solutions Representative

Customer Solutions Representative I

Job Location:

Tucson, AZ (Full Time).

Delivers exceptional customer service with a friendly, positive, and professional demeanor. Efficiently manages intricate customer order processing with a strong focus on accuracy and attention to detail. Proactively responds to customer inquiries, resolves complaints, and provides timely updates on order status. Demonstrates strong problem‑solving abilities to identify effective solutions while supporting customers across multiple channels.

Location and

Hours:

This position is open to candidates based in either Tucson, AZ or Cherry Hill, NJ. Standard working hours are 8:30am – 5:00pm (Tucson) or 11:30am – 8:00pm (Cherry Hill). During Daylight Savings Time, Tucson hours shift to 9:30am – 6:00pm to align with Eastern Time.

• Review customer concerns, evaluate potential options, and develop an effective solution to ensure customer satisfaction.
• Receive inbound customer correspondence which may result in:
  • Accurately enter customer orders into the system.
  • Processing catalog requests and ensure timely fulfillment.
  • Preparing quotations based on customer specifications.
  • Researching and providing updates on the status of existing orders.
  • Providing detailed product information, including pricing, availability, and technical details.
  • Resolving customer service issues promptly and professionally to ensure customer satisfaction.
  • Processing customer returns and backorder information requests while coordinating with the appropriate departments and ensuring timely customer responses.
• Maintain customer information in CRM database:
  • Ensure customer information is current, accurate and complete.
  • Merge duplicate customer accounts.
  • Contact customers to verify any address changes.
• Resolve returned package issues by investigating and coordinating corrective actions:
  • File claims/tracers for lost or damaged shipments to ensure timely resolution and customer satisfaction.
• Daily report monitoring:
  • Reviewing daily quality reports and correction data.
  • Monitors expedite order status and proactively provides customers with updates.
  • Reviews credit hold report, contact customers regarding payment or account issues, and coordinate the release of orders once resolved.
  • Reviews backorder report and communicate delivery date changes or availability updates to customers.
• Monitors and assigns work within shared tools and inboxes, including:
  • Web orders
  • Sales Support emails
• The ability to handle complex customer inquiries, including processing and managing the following types of inquiries:
  • Process and manage high-volume standard product quotation requests, using established pricing guidelines.
  • Blanket order processing and management by updating customers proactively regarding any changes to order status, delivery schedules or product availability.
  • Process Canada orders & quotations, ensuring accurate handling of currency distinctions between Canadian and US dollars.
  • Process returns and monitors return queue.
• Conduct proactive outbound customer calls to drive sales, develop opportunities and enhance customer satisfaction. Types of outbound calls include:
  • Customer and opportunity development to identify new sales or service opportunity.
  • On Hold Orders to ensure timely processing.
  • Quote follow up to provide follow ups and encourage order placement.
  • Addressing Customer concerns to resolve issues quickly and professionally.
  • Gather customer feedback to continuously improve the customer experience.

• Punctuality and attendance:
  Timeliness and regular attendance are required; report to your workstation and be ready to work at the scheduled time.
• Customer support coverage:
  Provide consistent phone and chat coverage for the duration of the full work shift.
• Special account support:
  Ability to provide dedicated support for special customer accounts.
• Comply with federal, state, and company policies, procedures, and regulations.
• Flexible shift coverage:
  Capable of providing coverage during special shifts with limited management oversight, including:
  • Late shift
  • Saturday shift
  • Skeleton crew

To perform this position successfully, an individual must be able to…