Customer Service Representative

REMOTE WORK

WITHOUT PHONE: THIS ROLE FOCUSES PRIMARILY ON WRITTEN COMMUNICATION AND DATA-DRIVEN TASKS, WITH LITTLE TO NO PHONE INTERACTION.

Equipment will be shipped to the selected candidate. A formal equipment agreement will be required, acknowledging receipt of the equipment by both the temporary employee and the supplier.. The supplier is responsible for reimbursement if items are lost, damaged, or not returned.

This Company is seeking a customer-oriented Customer Service Representative to assist with front-end communications with internal and external customers and the routing of inbound communications to the Customer Solutions and Order Management Teams. The Customer Service Representative will collaborate with other Solutions Partners and Order Management Specialists within the department to accomplish a variety of tasks specific to communicating updates, changes, resolutions, and more to our internal and external customer base. The Customer Service Representative will focus on achieving process improvements, integration of business solutions, and any other high-priority initiatives. He or she must be proactive, positive, enthusiastic, and ready to support and improve our customer relationships both externally and internally.

Communication skills come naturally to a Customer Service Representative. He or she is confident in troubleshooting and communicating complicated scenarios clearly. The ideal Customer Service Representative ensures excellent service standards, responds efficiently to customer inquiries, and provides a consistent message to support a winning customer experience.

Responsibilities:

Manage and direct order processing through careful selection and routing of all order types.
Monitor and support order processing through automation channels, ensuring accuracy, efficiency, and timely fulfillment.

Managing and balancing multiple systems:

Microsoft Office Suite
ZenDesk
Oracle JD Edwards
SharePoint
UiPath
PowerBI
Maintain and improve on historical service levels, exceeding KPIs set by supervisors.
Offer skilled written and verbal communication to manage a growing volume and complexity of inbound and outbound calls, tickets, and chats related to customer orders, shipment delays, back orders, sales enablement, etc.
Partner with peers to load balance workloads and ensure a clear stream of work for all Order Management Specialists.
Improve ZenDesk ticket management and cross-functional processes.
Support other teams when needed or as assigned by supervisors.
Identify and assess customers? needs to achieve a winning customer experience.
Follow communication procedures, guidelines and policies.
Go the extra mile with our customers to ensure the highest levels of customer satisfaction.



Skills and Experience:

Some college preferred.
2+ years of experience working in a customer service position a must
Strong phone contact handling skills and active listening
Familiarity with ZenDesk/JDE systems and practices
Experience with detailed data entry and problem solving within an ERP system
Customer orientation and ability to adapt/respond to different types of characters
Excellent written communication skills
Ability to multi-task, prioritize, and manage time effectively