In an organization known for its world-class customer service, primary contact between Customers, Field Personnel, Marketing, Pricing, Engineering and Manufacturing for assigned territory.
Shift Hours: 8am-5pm (MON-FRI / 1hr lunch)
Roles & Responsibilities:
Provides into stock price and availability
Engages with factory planners to expedite and provide order status
Works in OnBase order management system to resolve orders.
Identify and assess customers' needs to achieve satisfaction
Handles complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutions.
Interact with Sales, Marketing, Technical Services, Quality, Pricing and Finance to identify and solve customer request and issues
Multitask using multi media functions (email & chat) to respond to requests.
Responds to and manages high volume of email
High contributor to inbound phone calls and multimedia request
Assigned to special projects as needed
Hours for position 8am-5pm
On call rotational pager cover for customer power emergency
Answers calls (60-70 per day) on ACD phone queue
Maintain a strong, positive attitude and composure while managing an extremely fast pace and potentially difficult situation.
Handles general product and book price inquiries and correspondence from customers and the field sales force.
Must be able to effectively interpret and communicate information from ERP system.
Clearly document order notes
Communicate with Marketing, Quality and Manufacturing to identify and solve customer requests and problems.
Responsible for maintaining work queues in work flow management system for manual orders, EDI orders and customer inquiries
Communicate special order processing requirements such as special shipping instructions, emergency delivery requirements, etc
Supports Team and Department goals in areas of service: department staffing needs to include multimedia, web chat and email.
One to three years customer service experience and/or experience
Strong written and oral communication skills
SAP experience preferred
Core Competency Requirements:
Integrity & Ethics
Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.