Customer Service Intake Specialist

Job Title:

Customer Support Representative (Domestic)

Job Summary:

Provide world class customer support to both internal and external customers while maintaining complete awareness of all matters affecting Arco customers. Supports colleagues as appropriate ensuring Arco meets required levels of customer support.  Work assignments are complex in nature, and require the exercise of discretion and considerable judgement in carrying out assigned duties.              

Talent/Success Factors:

Outstanding Customer Service skills as well as highly motivated and organized work style. Knowledge of industrial machinery such as Cold Headers, CNC machinery, Threaders, etc. is important. Ability to prioritize effectively and work as part of a team, ability to undertake tasks and process information accurately, attention to detail, problem solving ability, clear written and verbal communication skills, good telephone manner. 

Major Responsibilities:

Responsible for processing all customer requests both internal and external including order entry for all moves and other customer needs within Arco guidelines ensuring complete customer satisfaction.

Constantly reviews and refines business processes to enhance customer satisfaction.

Communicate directly with GM, Rigger Foreman, outside service firms (Trucking, Crane Operators, Electricians, etc.) and customer(s) to ensure move dates are met while communicating any delays in a timely manner.

Responsible for all areas of customer support including ensuring accurate customer information has been recorded and is fully understood by covering personnel. Assists colleagues to cover other areas as required.

Develops draft quotations based on customer phone inquiry information. Validates individual order specification and pricing inquiries through effective communication with General Manager.

Responsible for ensuring that issues are escalated to General Manager for prompt investigation and action as required.

Responsible for performing all job duties while ensuring records are kept in a secure and organized manner including filing and maintaining a clean and organized workstation.

Track & expedite orders on request, communicating with Customers if move date changes are required

.

Any other ad hoc duties as required.

Minimum Requirements:

Associates degree or higher preferred. High school diploma or general education degree (GED) may be acceptable depending on individuals experience and capabilities.

Minimum of three years related experience, preferably in an international manufacturing sales organization or equivalent skills and training.

Proficient in Microsoft Office applications, in particular Outlook, Word and Excel and other computer-based analytical tools to mine, organize and sort data.

Past experience should demonstrate the ability to perform at high levels in a fast-paced ever changing work environment.

Essential Functions:

Ability to read and interpret documents such as orders, returns, and customer inquiries.

Strong customer orientation abilities along with excellent communication (written and verbal), grammar, spelling and proofreading skills as well as ability to follow up effectively with all internal and external customers. Must be willing to communicate verbally receiving and making telephone calls.

Ability to leverage Microsoft Office and other computer-based tools to enter, track, and process orders.

Ability to perform at high levels both individually and in a team within a fast paced ever-changing work environment.

Physical and Work Environment Stipulations:

While performing the duties of this job, the employee is regularly required to type, write, speak and listen.

The employee is frequently required to sit.

The employee is occasionally required to stand; walk; and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or more up to 25 pounds with assistance.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Expected hours: 37.5 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person