Customer Services Support Operator 1

Customer Support Coordinator - Order Status
Responsible for handling inquiries about order status, shipping dates, expedites and services for selected accounts. Responds to inquiries, complex complaints and disputes within a reasonable limit of authority and recognizes when to escalate customer issues. Supports customer with referral to appropriate specialist for assistance or problem resolution when warranted.
Responsibilities:
• Respond and resolve problems in a timely and accurate manner while providing excellent customer service.
• Enter, manage and prioritize new and existing cases via CRM tool to attain established service level agreements.
• Utilize CRM tool to directly communicate to customers, internal staff and affiliates.
• Initiate action via CRM tool for completion of change order, product selection and post order requests or process non-complex requests directly as authorized.
Required Knowledge/Skills, Education, and Experience:
1. High School Diploma or equivalent.
2. Customer Support experience, specifically handling large volume of phone calls
Preferred Knowledge/Skills, Education, and Experience:
1. Knowledge of SAP, CRM systems / Salesforce.
2. 3+ years of practical Customer Support experience supporting industrial, construction, mechanical, or electrical industries.
Some days are in office (Tues & Wed) and 3 days are remote (M, Thurs, F) on a weekly basis.
8 AM - 5 PM schedule.
Pay Rate ***/hr
FTE option is available after 90 days depending on performance.
Spotlight Call - Notes:
Spotlight Call Notes:
The candidate will be part of the team that is based in both, US and Mexico.
Will be making updates to orders. It is a fairly complex due to the nature of the electrical product.
It can seem daunting from the learning curve. It can take 4-6 months to fully grasp the role.
The team consists of 20 people who perform customer service function. There is a team lead based out of Harleysville, PA. already.
Career potential is available.
SAP and Salesforce experience is a plus. Mechanical engineering industry experience is a plus.
FTE option is available after 90 days depending on performance. The pay will be increased to ***K+ thereafter.
Training will consist of shadowing another team member in-person.
Worker must be local to the Harleysville, PA area as they must be in the office 3 days a week.
Interview process - looking to schedule interviews by end of first week of May.