Customer Service Representative

Overview

This key role acts as a liaison, providing effective customer service for all internal and external departments by using excellent, in-depth knowledge of company products and programs. Gives prompt response to all email correspondence. Focuses on requests inbound via Service Cloud. Communicate effectively with team members within the department and other company personnel, as required to advance the service level. Provides immediate attention to resolving invoices discrepancy via EPOD workflow.

Responsibilities

Requests Monitoring and Updates in Service Cloud

· Intake & respond to incoming sales requests and other sources of communication to ensure the complete satisfaction of demands.

· Inbound calls management and re-routes escalations to the creation of cases in CRM.

· Respond to incoming calls, emails, and Service cloud cases, including product inquiries, technical issues, and billing concerns, to ensure complete satisfaction. Support a 400+ salesforce and sales management team with a 7000+ customer base.

· Communicate requests for additional information and status to sales teams.

· The main objective is to fulfill needs quickly and efficiently, with the highest level of customer service to ensure the most adequate and accurate resolution and or information is provided.

Analytics and Critical Thinking

· Utilize existing processes and systems to determine request resolution using critical thinking to ensure requests are managed and completed thoroughly and correctly.

· Good problem-solving and decision-making capabilities

· Basic computer skills, including data entry, website navigation and other software.

· Develop escalation paths for aging sales requests as needed and articulate resolution requirements to cross-functional team members.

· In-depth understanding of the company’s products or services.

Customer Focus

· Provides product/service information and resolves any concerns and problems our customers and Salesforce might face accurately and efficiently to optimize operations and sales effectiveness.

· Handle invoice discrepancies request issues credits or N/C’s to ensure invoice pricing and RIPs are complete. Ensure that RIP & QD are part of the analytical considerations when processing invoices.

· Collaborating with Experience Leads to the implementation of new ideas, projects, and technology to help innovate the Experience Team.

Qualifications

• A relevant High School Diploma or associate degree Preferred
• 3-5 years of customer service, supervisory or sales experience
• Preferred: Experience in an automated service center with a fast paced, high volume and multi cross functionality department.
• Proficient in Microsoft Office Suite, adaptable to main frame applications and pricing calculations. Excellent writing, listening, organizational, and people skills.
• Functional system understanding in WMS, Diver, EBiz, Microsoft Office, SharePoint & BI tools
• Able to work under pressure. Ability to work non-traditional business hours, including evenings, nights, and weekends when required.
• Strong Communication skills - verbal, presentation, writing.