Handle incoming calls in a timely, efficient, and professional manner. Ensure the quality and consistency of each call by effectively following policies and procedures.
Receive and accurately process customer orders and enter approved customer credits into the JDE system.
Triage inquiries from cross-functional team members (i.e., Supply Chain, Finance, Quality, etc.) requiring investigation, troubleshooting, and problem-solving activities.
Ensure appropriate follow-through on claims and/or investigations by gathering all pertinent information and communicating resolution to relevant team members via ticketing system and/or email.
Assist with inquiries and follow-up via Service Console ticketing system as assigned.
Participate in all product training sessions and complete assigned compliance training.
Support sales initiatives by proactively promoting featured products and special promotions, and cross-selling/up-selling to ensure customer satisfaction.
Conduct outbound calls as needed to ensure effective customer communication.
Support other team members and the Customer Service Supervisor as needed.

Requirements

High School Diploma or GED required; Bachelor’s degree preferred.
1+ years of professional customer service experience required, preferably working within a Customer Contact Center.
Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) is required.
Must have excellent communication (oral and written), organizational, presentation and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships).
Willing and able to work under pressure to meet tight deadlines with minimal supervision.
Must be team-oriented, agile and be attentive to detail.
Current or prior work experience utilizing Salesforce, Magento, Veeva or RingCentral systems is preferred.

Benefits

performance-based incentives
competitive total rewards package
401k with a company match
healthcare coverage
broad range of other benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceorder processingproblem-solvingticketing systemcompliance trainingcross-sellingup-sellingMS OfficeSalesforceMagento

Soft Skills

communicationorganizationalpresentationstakeholder managementteam-orientedagileattention to detailability to work under pressuretime managementrelationship building

Certifications

High School DiplomaGEDBachelor’s degree