Site Support - Phoenix

POSITION SUMMARY

It is the responsibility of the Site Support person to provide exceptional service to our customers at the customer's appointed place of business. Working with the customer to cover all their customer service needs and resolving any issues that may arise. Perform front-line analysis and resolution where appropriate. Maintaining a high level of customer satisfaction always as well as following all customer specific on-site guidelines.


Days will be spent supporting branch operations on-site with the customer, including answering questions about our products, assisting the Solutions team with vending machine operations, being a resource for all other departments, and making sure that our customers have the best experience possible.


ESSENTIAL JOB DUTIES

More specifically, it is the responsibility of the Site Support person to:

• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries
  • Be the first point of customer contact for general inquiries about orders, scheduling, delivery of product, etc.
  • Adeptly manage all customer inquiries and requests
  • Accurately enter quotes and orders using ERP system (Prophet 21)
  • Learn, understand, and utilize the automated or semi-automated systems and processes put in place by our Solutions team, including vending machines, wireless warehouse, and other related processes and systems
  • Expedite all open quotes and orders with urgency and accuracy
  • Check on inventory specific to the customer, ensuring that all Min/Max levels and safety stock are adequate
  • Focus on customer specific requirements
• Function as a liaison between Account Managers, Specialists, Customer Experience Managers, and other departments as needed
• Engage in continual learning of all Stellar service, programs, processes, and product offerings
• Follow all customer guidelines and procedures as it pertains to your position
  • Follow all on-site safety and emergency procedures
  • Stay current on all required training and certifications

SUPERVISORY RESPONSIBILITIES

• No supervisory responsibility

REQUIRED KNOWLEDGE AND SKILLS

• Must have a valid driver's license, own transportation, and satisfactory driving record
• Proficient in MS Office, specifically Outlook and Excel
• Excellent verbal and written communication skills
• Ability to connect positively with customers and others
• Self-motivation and ability to work independently are essential
• Experience with ERP type computer programs preferred
• Must be able to lift 25lbs on a consistent basis, and up to 75lbs on occasion
• Must be able to stand and/or walk up to 8 hours a day, as well as frequently reach out and overhead with arms and hands
• Positive attitude

EXPERIENCE

• 2-3 years of relevant customer service or warehouse related experience

EDUCATION

• High School diploma or equivalent.

PHYSICAL DEMANDS

• Light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects and light hand tools.

HAZARDS

Choose an item.

• Marginal to moderate hazards that are typically predictable or well protected against

FLSA STATUS

• Hourly