Responsibilities

• Effectively communicate with customers via phone, fax, online chat, or email
• Precisely document communications and actions
• Provide accurate and timely order entry for operations
• Assist customers with questions regarding order status, pricing, return requests, product availability and backorders
• Communicate with internal departments including the warehouse regarding special orders, rush orders, emergency orders, or order/shipment discrepancies
• Work with clients directly on allocation and backorder release
• Meet departmental and individual goals including schedule adherence, average handle time, attendance and call quality
• Escalate critical or complex issues to the proper level of management in a professional manner
• Troubleshoot problems and providing appropriate solutions to resolve customer concerns
• Handling Returns and Exchanges
• Resolving Customer Complaints: investigating issues and identifying root cause
• Provide timely and accurate responses to internal and external customers and clients
• Attend internal and external meetings.
• Other duties as assigned

Qualifications and Job Specifications

• 1 to 2 years Customer Service experience is preferred
• A college degree or a degree in progress is preferred
• High School Diploma or equivalent
• Knowledge of Microsoft Word, Outlook and Excel
• Bilingual (English/Spanish) is a plus – not required
• Ability to work independently with self-motivation and initiative
• Ability to prioritize tasks and act with a sense of urgency to achieve goals
• Flexible schedule
• Passion for providing outstanding Customer Service
• Has a ‘can do’ attitude, great sense of teamwork and is enthusiastic
• Good decision-making skills
• Good research skills
• Active Listening skills
• Excellent oral and written communication skills
• Excellent organizational and interpersonal skills
• Detail-Orientated
• Able to execute duties with minimum supervision in a fast-paced, deadline driven, monitored environment

Technical Expertise

• Navigate through ERP systems such as Tecsys Elite
• Accurately key data into systems
• 10-key with up to 95% accuracy
• Intermediate level Microsoft Office skills: Outlook, Excel, PowerPoint
• Operate Call Center software and equipment
• Professional phone etiquette
• Communicate swiftly through IM systems
• Basic Math skills
• Intermediate public speaking and presentation skills
• Excellent verbal and written communication skills
• Clear and professional diction in English

Additional Employment Requirements

• Must have a valid driver's license
• Must be able to successfully pass all preliminary employment requirements (i.e., background check and drug screen).
• Adhere to dress code guidelines

Physical/Mental/Visual Demands

• Work is light to medium in nature with frequent walking to perform assigned tasks.

Working Conditions

• Activities occur within a typical office environment.
• Be available to meet the needs of the company

Equipment Operated

• Equipment: Laptop computer, cell phone, fax machine, copier, and phone system
• Systems: Outlook, Excel, Word, Microsoft Teams, PowerPoint DMS (distribution warehouse management) and WMS – warehouse management system