We are seeking a Customer Service/Order Processing Representative who will be responsible for the following.
Manage customer orders, communication and timely follow up of a customer portfolio. Communicate and collaborate effectively with internal teams, sales and customers providing accurate information and comprehensive, timely updates in an effort to reduce customer effort and enhance the customer experience. Provide customers the information necessary to manage their businesses by representing standards of excellence in service and Customer Support with the goal of developing long term customer loyalty.
RESPONSIBILITIES:
• Within Customer Support guidelines and established processes, manage customer orders, projects and all tasks necessary for order management and follow through including data entry, establishing and communicating lead times and validating accuracy and attention to detail of orders and product required.
• Manage customer projects and orders according to standard Customer Service protocols of communication.
• Communicate and collaborate internally and cross functionally on all information related to customer orders and lead times. Communicate to other CSRs, Project Managers and Director
• Adhere to established processes and approval requirements for all requests outside of established lead times.
• Build customer confidence and exemplify company’s commitment to excellence in service with effective communication addressing customer needs through setting accurate expectations and follow up.
• Provide timely responses to customer and internal inquiries with requested information or updates as to when information will be available.
• Proactively anticipate follow up and communication that will reduce customer effort.
• Participate in establishing best practices for Customer Service to continually develop service excellence.
• As part of team support, mentor Associate Customer Service Reps.
REQUIREMENTS:
• Minimum of 3+ years Customer Support Experience
• Extensive experience managing customer information, conversations, setting customer expectations and working independently delivering
• Experience processing orders from point of sale to delivery of products to customers
• Exceptional organizational and communication skills
• Experience with ERP system
• Proficiency with Excel
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