Customer Support Associate

We are currently seeking an experienced Customer Support Associate who is seasoned in a product-driven environment (Industrial products are a big plus). This is a very important position for HYTORC. Our Customer Support Associates interact with different types of clients and vendors. Flexibility is needed in order to learn how our customers are handled. We are looking for an individual that displays a pattern of going above and beyond the call of duty in order to deliver the level ofWORLD CLASS Customer Servicethat the HYTORC brand stands for.Essential Duties:Handle 75-100 emails per dayHandle 50-75 phone calls per dayService clients located all over North AmericaSchedule, communicate, and file documents regarding tool deliveryEnter data into Excel, SAP (ERP) and other softwareCoordinate any missing components for orders with purchasing (some products may not be in stock and may have to be placed on backorder)Learn and become proficient in HYTORC product part numbers and accessories.Recommend equipment and accessories that best meet customer requirements.Strong follow-up skills with a commitment to consistent customer follow-up.Enter billing data and then review to ensure:Proper documentation is provided by CustomerCustomer is being billed accurately according tocurrentprice lists & current global agreementsReconcile inventory on invoice by matching the SKU to what is on the orderThe correct amount is applied for shippingThe correct account is being used for the customerProvide customer with copy of order when completedHandle requests (when necessary) for:Third-party charges (i.e. shipping)Exceptions to normally required documentationPrice changesAnswer both internal and external questions (Internal- Salespeople, Territory Managers, Customer Service, etc. External- end users / customers)Communicate with customers directly via phone/email to assist with:Billing/AccountingCustomer account verifications (when necessary)Date(s) of purchase informationRepair historyWarranty information - answer questions/provide information regarding statusCustomer ID informationMonitor the "Domestic Box" and forward any faxes submitted by customers to the appropriate department, then file those faxes accordinglyRequirements:Willing and able to learn a highly technical product quicklyStrong, relentless follow-up skills.MUST BE a self-starterMust be diligent / proactiveExperience supporting physical products, equipment, inventory, manufacturing, distribution, or industrial goods.Ability to move/lift on occasion and go into warehouse environment in order to resolve inventory issues and/or answer questions accuratelyAptitude for supporting technical products, equipment, accessories, and sales-related inquiries.Must have thick skin; this is a fast-paced, high-intensity environment.Able to work alone or as a part of a teamDisplay a willingness and disposition to learn and be trainedProficient with Microsoft Office Suite and computers in general.Strong writing and speaking skillsPreferred:Prior experience with SAP B1, Great Plains, or similar ERP systemExperience handling / supporting a team of Sales Representatives is a plusExperience handling customer service in an online chat environment is a plusExperience handling heavy volume of phone calls / emails is a plusSalary Range:$25.00 - $30.00 per hour, depending on experience, qualifications, certifications, and overall fit for the position.HYTORC offers a competitive benefits package that includes health, dental, and vision insurance, paid time off, paid holidays, life and disability insurance, 401(k) retirement savings opportunities, and other employee benefit programs available to eligible employees.#ZR