Customer Service Representative Part-Time (25-30Hrs/Week)

Job Summary:

Under general supervision, the Customer Service Representative performs Customer Service activities for both internal and external customers, and both Dealer and Direct sales channels to maintain high customer satisfaction. Activities include addressing inquiries, processing orders, and resolving any emerging problems that customers might face with accuracy and efficiency.

Under general supervision, the Business Support Specialist provides support to business partners to maintain overall satisfaction and increase business performance.

Essential Duties and Responsibilities:

· Professionally addresses customer inquiries as received by phone, web, fax, US mail, and email.

o Identifies and assesses customers’ needs in order to provide solutions as efficiently as possible.

o Applies knowledge about company policies, procedures, products, services, and pricing to best meet customers’ needs and recommend best solutions. Takes initiative to communicate promotions and upsell when possible.

o Resolve product or service problems by determining the cause of the problem, selecting, and explaining the best solution, processing corrections, adjustments, and returns. Follows up to ensure resolution.

o Refers technical issues to technical service team as needed.

o Informs product management regarding customer feedback and/or trending product issues and feature requests.

o Makes outbound calls to provide quotes, clarify orders, track deliveries, and participate in assigned calling campaigns.

· Processes customer orders and communicates any order delays or discrepancies back to the customer, sales representative, or dealer partner as applicable.

· Maintains knowledge of current pricing and promotions and organizes related information to be readily available on calls.

· Creates and updates records in company’s CRM system and shared drive to ensure customer and marketing data is accurate and up to date. Responsibilities include but are not limited to creating opportunities and tradeshow campaigns; updating accounts and contacts; entering and processing tradeshow, web, and call-in sales leads; and forwarding information to assigned Dealer or Direct sales representative on a timely basis.

· Collaborates with others to create and improve standardized Customer Service work procedures and creates and maintains documentation of assigned procedures.

· Participates in cross-training for self and cross-training others.

· Performs other duties as apparent or assigned.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

● Professionalism - Approaches others in a tactful and genuine manner.

● Oral Communication - Listens and gets clarification; Responds well to questions.

● Team Work – Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.

● Problem Solving – Identifies and resolves problems in a timely manner; Works well in group problem solving situations; uses reason even when dealing with emotional topics.

● Written Communication - Writes clearly and informatively; Edits work for spelling and grammar.

● Quality - Demonstrates accuracy and thoroughness.

● Proactivity/Initiative – Anticipates needs; Is a self-starter and is resourceful, Requires minimal supervision.

● Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

● Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

● Requires a high school diploma or equivalent plus 1-2 years of telephone Customer Service and order entry experience. Some post-secondary education is preferred. Experience using a CRM or ERP system is also required. Experience using ACD phone lines preferred.

Language Ability:

● Intermediate Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Ability:

● Basic Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.

Reasoning Ability:

● High Skills – Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Ability:

● Requires basic word processing skills to format business and routine correspondence; basic spreadsheet skills to create spreadsheets, enter data, and format documents; Knowledge of CRM system and/or ERP software.

Physical Demands:

● The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit.