Customer Support Services Associate

Job Summary:

The Customer Service Support Services Associate at TrafFix Devices, Inc. provides exceptional service to clients while efficiently processing orders. This role involves cultivating in-depth product knowledge to address inquiries effectively and ensure customer satisfaction.

Essential Functions:

• Process customer orders accurately, ensuring all required information is complete.
• Verify order information with clients via phone calls and email correspondence.
• Maintain communication with various departments to track order status, inventory, and shipment.
• Keep clients informed of order progress and address any issues or delays promptly.
• Record and update process status accurately in the system.
• Assist other department members with coding, order status follow-ups, and other tasks as needed.
• Provide in-house sales support by coordinating with the outside sales team.
• Identify, troubleshoot, and escalate issues to meet internal service level agreements.

General Functions:

• Takes responsibility for the quality and timeliness of work and achieves results with little oversight.
• Collaborates with other members of the team to ensure that department goals and deadlines are met on time.
• Uses technical and experiential knowledge to help support the department’s mission.
• Keeps relevant and informed of changes in the field of knowledge and experience.
• Attends and actively participates in department meetings to stay informed and follow through on shared responsibilities.
• Works effectively with co-workers and supervisors, sharing knowledge, resources, and experience to achieve goals in a timely fashion, while promoting respect, communication, and teamwork.
• Performs other duties as assigned by the supervisor.

Skills and Abilities:

• Attention to detail: The ability to perform tasks with precision, accuracy, and thoroughness, paying close attention to all aspects of the work and identifying and correcting errors or inconsistencies as needed.
• Communication skills: The ability to convey and receive information effectively, clearly, and professionally with co-workers and supervisors.
• Dependability: Reliability and consistency of attendance, punctuality, and completion of assigned tasks according to established standards and expectations with little supervision.
• Initiative: Recognizes situations that warrant initiative and moves forward without hesitation; reasonably resolves issues, problems, and situations.
• Time management skills: The ability to prioritize tasks, plan and organize work efficiently, and meet deadlines while maintaining quality standards.
• Technical aptitude: The ability to understand, operate, and troubleshoot software tools, as well as to learn and adapt to new technologies and processes.
• Critical thinking: The ability to analyze complex situations, evaluate information, identify potential problems, and make informed decisions that support the department's goals and objectives.

Preferred Education and Experience:

• High School diploma, GED, or equivalent.
• Minimum three years of customer service experience in an office setting.
• Experience in the construction or safety industry is advantageous.
• Sales experience preferred.
• Familiarity with CRM applications or systems.

Physical Requirements & Working Conditions:

The Customer Service Support Services Associate will primarily work at a desk using a computer. They may also stand, walk, use hands to handle or feel, and talk or hear. Occasional lifting and moving of up to 25 pounds may be required. Vision abilities include close and distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The work environment is usually moderate in noise level.

EEO Statement:

TrafFix Devices, Inc. provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment.