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Form of workJob Description
*This job will be located in Fletcher, NC off of the airport road*
SDV Office Sytems is looking for a professional Customer Experience Representative to accomplish our mission without sacrificing quality to the customer. We is looking for an optimistic and patient problem solver. A person that enjoys helping the customer over the phone, through emails and web calls. You must have a pleasant phone voice and excellent writing skills. This position is in the corporate office. Your desire must be to consistently deliver solution-based interactions amongst all SDV departments and with every customer. You will be answering our main phone line, taking orders, and assisting all branches of the SDV team. It is imperative that you are willing to grow as an individual in your position and support the goals of the Customer Service Department. You will be a part of an organized and pleasant department, that is always concentrating on the customer experience. This is in a small corporate office setting, not a typical call center environment.
Responsibilities:
- Answer the main phone line: addressing incoming phone calls or transferring them to the corresponding departments. Return phone messages.
- Monitor and respond to the main Customer Service email inbox.
- Manage customer order requests and issues, as they arise throughout the day for furniture and medical supplies.
- Create purchase orders on NetSuite; send them to the vendor; ensure final product is accurate before being shipped to the customer; coordinate delivery to the correct department at the customer’s site; properly close out the full life cycle of the order.
- Update sales orders with tracking and communication notes on NetSuite (We will train you).
- Keep all customers informed of order completion dates.
- Proactively follow up with vendors and track the medical and furniture backlog whilst in production.
- Provide knowledgeable answers to questions regarding products, pricing, and availability according to the Customer Experience SOP (Standard Operating Procedures).
- Assist furniture team with credit card deposits and the medical team with credit card orders over the phone.
- Assist Customer Experience Manager with assigned tasks.
- Coordinate with the sales team for all product updates.
- Perform other related duties as required and assigned.
Must Have:
- Prior Customer Service experience over the phone and through emails.
- Be able to pass a satisfactory background check.
Qualifications:
- At least 2 years in a sales position or Customer Service position working over the phone and through emails; taking orders, supporting sales or resolving issues.
- Able to work from 10:00 am - 6:00 pm (to be available for our west coast customers).
- Ability to multitask between phone calls and emails. Must completely solve the customer's issues within the deadline. Know when to escalate the issue.
- Comfortable asking your manager for assistance when you don’t know how to help the customer. As opposed to not following up with the customer and letting things fall apart.
- Clear and concise written and verbal communication skills; fluent in English; letting the customer know that you are happy to help them.
- Strong attention to detail as you are ordering medical equipment and furniture, taking measurements, order charges, delivery dates and other specifications.
- Proactive in getting ahead of the customer’s needs and motivated with a “can-do” attitude to solve their problem or take their order.
- Exceptional organizational skills or you will not succeed in this position.
- Honesty and integrity in dealing with credit card transactions and private information.
- Familiar with Microsoft Teams.
- Must have Microsoft Office Suite experience.
- Must have beginner level Microsoft Excel experience.
- Works well in a team along with managing your daily tasks.
- Must be able to professionally converse with vendors and healthcare professionals at the Veteran Affairs Hospitals, who are working with deadlines and patient care.
Values:
- Entrepreneurial Spirit – Always be looking for new ways to add value to your position. Do something weekly that makes you better.
- Service – Build lasting relationships through honest and exceptional service.
- Honesty – Take responsibility for your mistakes; they may happen. Just own it and then work on fixing it.
- Accountability – Do what you say you are going to.
Benefits:
- 401k available after 1 year of full-time employment.
- Medical, Dental, and Eye care insurance plans.
- Other benefits will be discussed during the interview.
Reports To: The Customer Experience Manager
Location: Corporate office is located off Rutledge Rd in Fletcher, NC 28732
Full-time; Monday – Friday; 10:00 AM – 6:00 PM
No Sponsorship available
