Address
Form of workCareer LevelExperienced Non-Manager
Job Description
Exxelia USA (part of Exxelia Group & Heico Corp) is seeking an individual who will provide daily support to our clients via the phone, email, and live chat. This individual will respond to our client inquiries, concerns, and complaints in a professional and satisfactory manner. Customer Service Representatives are effective communicators who actively listen to our clients, display empathy, and use their problem-solving abilities to keep our clients' content. The person filling this role must be well-organized and able to manage multiple customer inquiries simultaneously including keeping track of customer interactions, maintaining accurate records, and following up on pending issues in a timely manner. The person should also have the ability to remain calm, patient, and diplomatic when dealing with customer complaints and other challenging situations while resolving issues in a mutually beneficial way.
Requirements
Essential duties and responsibilities:
- Exercises independent judgment, discretion in decision-making.
- Service Exxelia and its customers in the correct negotiation and payments of products shipped and received.
- Advise and consult clients with orders.
- Ability to liaise and negotiate effectively, not only between Exxelia USA and the customer, but also between various internal departments, including the overseas/international branches of our global company.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Process orders and examine pertinent information to determine the accuracy of customer requirements and complaints to determine course of action and/or responsibility for errors.
- High level of attention to detail, multi-tasking and strong decision making are necessary in this role. To be able to work within a team, but also possess the initiative and ability to analyze the situation and independently carry out assignments to completion.
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
Education and/or Work Experience Requirements:
- A minimum of three-years work-related experience in a Customer Supporting role in manufacturing required.
- Familiar with computers and software. G-Suite and Excel are a must. Pivot tables knowledge a plus.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse cultures.
- Strong written, verbal, and organizational skills, along with superior time management and prioritization skills.
- Experience in developing constructive and cooperative working relationships with others, always maintaining a professional and positive attitude.
- Second language not required, however, the ability to speak or write in French, would be a plus.
Physical Requirements:
- Ability to perform the essential job functions safely and successfully, consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
- Must be able to lift and carry up to 10-15 lbs.
- Must be able to talk, listen and speak clearly on telephone.
