Customer Service Representative

Note: Work Hours: 8am-5pm with a 1-hour unpaid lunch. Hybrid work schedule is available.

Additional Skills : Candidates must have PO order entry experience; SAP experience is a plus.

Job Description: This position includes approximately two weeks of on-the-job training. During the initial training period, the associate will spend approximately 80% of their day entering customer orders into the ERP system. As proficiency is gained, responsibilities will expand to supporting customer inquiries via email and phone, with ongoing training provided to build product knowledge and effectively assist customers with questions and solutions. The Customer Service Representative is responsible for entering customer orders and assisting customers via phone, email, and chat. This role requires strong attention to detail, the ability to provide timely and professional customer support, and a commitment to delivering an excellent customer experience. The successful candidate will effectively manage customer inquiries, follow established processes, communicate professionally, and continuously build product knowledge to better support customers.

This is a temp-to-hire opportunity for the right candidate. Candidates should demonstrate job stability, with a preference for at least one year of tenure in their most recent positions

Must haves:

• -Minimum of 2 years of customer-facing work experience (customer service, retail, sales support, or similar environment).
• -Minimum of 1 year Microsoft Office 365, including Outlook and Teams.
• -Strong data entry and computer navigation skills with a high level of accuracy and attention to detail. Ability to learn new systems and processes quickly.
• -Strong verbal and written communication skills. Demonstrated reliability, professionalism, and a strong work ethic.

Nice to have:

• Perfect candidate has a strong work ethic, critically think ask a lot of questions, and take on more.
• Experience working within an ERP or order management system.
• 6 months to 1 year of data entry experience.
• Ability to think critically, ask questions, take initiative, and manage multiple priorities.

Responsibilities:

• Enter Orders: Manually process customer orders in a timely manner with minimal to zero errors.
• Phone Calls: Answering customer calls and assisting with any scenario presented.
• Live Chat: Manage customer inquiries via the live chat messaging channel.
• One Touch Resolutions: Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
• Report Processing: Run reporting to proactively process customer orders that are on hold.

Additional Duties:

• Demonstrate excellent customer service skills in resolving customer complaints and questions.
• Practice and ensure compliance with company policies and procedures.
• Thoroughly understand the Customer Relations manual.
• Maintain a professional and positive attitude.

Qualifications:

• 2+ years' meaningful work experience preferred.
• Strong written and verbal communication skills with ability to communicate across all levels of the organization.
• Ability to identify business critical issues quickly and navigate priorities based on last minute changes.
• Must be well organized, detail-oriented and have excellent time-management skills.
• Display a high level of integrity and professionalism.
• Microsoft Office 365 Suite, especially Teams and Outlook experience is a plus Ability to handle a fast-paced call center environment.
• Ability to be flexible and adaptable as this position often requires multi-tasking.

Note:

• Hybrid, Monday and Friday-Remote
• Tuesday, Wed and Thursday will be onsite
• 8 am to 5 pm 1- hour unpaid lunch-could be flexible but will need to discuss further in interview.
• OT possible as needed due to business needs.