Job description

• Hybrid work model after training (90 days) if attendance and performance metrics are met (3 days in office/ 2 days at home)
• Medical, Dental, & Vision Insurance
• Basic and Voluntary Life Insurance/ STD & LTD
• Employee Assistance Program

• Interacts directly with internal departments and/or outside vendors to track shipments to ensure delivery requirements are met
• Responsible for making direct contact with customers to assure order and delivery satisfactions were met and if not, quickly resolve any issues
• Monitor and respond to info emails through the ticketing system
• Monitor and resolve order concerns through ticketing system by collaborating with order processing and warehouse
• Investigate and resolve missing product request in timely manner
• Provide tracking information to customer as a follow up
• Assist in answering calls from our customer service toll free number
• Enter sales orders for digital trials and pilots in a timely manner
• Work with customers requesting product returns, create RMA as approved, create call tags, and collaborate with receiving department to transact timely credits
• Communicate directly with customers via email and phone
• Develop full understanding of new and existing company product lines
• Develop working knowledge and familiarity with sales support site, all company websites, and our subscription site
• Build relationships and provide support to sales reps and support personnel for key assigned territories
• Provide team members support to resolve customer issues

• Minimum education: Associates Degree or 2-3 years of related experience
• One to three years in customer service with excellent oral and written communication skills
• Excellent job tenure: customer service driven, friendly personality, educated, and dependable
• Strong time-management skills
• Detail-oriented with highly accurate data entry skills
• Excellent analytical skills
• Expertise in Microsoft Excel and other MS Office applications
• Outstanding interpersonal skills; polite and customer service oriented
• Must be able to work in an energetic, fast paced, and sometimes stressful environment, and have the ability to juggle multiple projects simultaneously
• Enjoy learning about new technology and new software applications
• Need to be mature, career-minded, flexible, and open to change. Should be able to go with the flow!
• Previous job experience that aligns is PREFERRED. Client wants to make sure those in this role are going to survive peak which is April through September where these associates are dealing with: multi-million dollar accounts, tight deadlines, explaining late order arrival to clients due to late inventory, and sometimes dealing with angry customers (must be professionally mature enough to handle these calls)

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