Customer Solutions Representative

Customer Solutions Representative

As a Customer Solutions Representative, you will manage and process customer orders, identify and resolve order issues, and engage in strategic cross-selling or upselling initiatives. You will play a key role in working closely with customers to meet their needs, understand their challenges, and ensure they have a successful and positive experience with Client.

Essential Responsibilities:

• Customer Orders & Interaction: Engage with customers through various communication channels (phone, fax, email, and will-call) to manage orders, understand their needs, and ensure seamless order fulfillment. Enter customer orders daily. Resolve customer issues quickly and accurately. Answer calls within 2 rings. Process returns. Assist walk-in customers (where applicable). Set up eCommerce accounts. Respond to emails within 2 hours or less. Manage the shared team mailbox. Open and close the cash drawer (P21).
• Customer Relationship Management: Build and maintain positive customer relationships to increase loyalty and repeat business. Provide immediate responses to customer issues. Follow up on delivery issues. Store customer credit card information. Maintain customer and ship-to records. Maintain customer and delivery notes.
• Customer Growth Initiatives: Cross-Selling: Identify opportunities to offer additional products or services that complement the customer's original purchase, increasing overall sales and customer satisfaction. Upselling: Identify opportunities to persuade customers to upgrade to higher-value products or services that better meet their needs while emphasizing the added benefits and value. Product Knowledge: Develop and maintain a thorough understanding of the company's products, services, and promotions to recommend the best solutions to customers.
• Cross-Functional Collaboration: Work closely with Customer Success and Sales team members to ensure a seamless customer experience. Support Client in achieving its business goals.
• Additional Responsibilities: Perform additional duties or special projects as assigned.

Experience, Education & Physical Requirements: At least 1 year of customer service experience. Excellent verbal and written communication skills. Proficiency with CRM software and other customer support tools. Strong attention to detail and accuracy in handling data and documentation. Proactive with strong problem-solving skills. Ability to work independently as well as collaboratively. Customer-focused with a commitment to delivering exceptional service. Ability to sit at a desk for extended periods, operate a computer, and communicate clearly over the phone and in person.

About us: At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.