The CSR is responsible for responding to customer inquiries and requests for order status, for entering Sales Orders and providing first contact resolution of customers’ issues and generally ensuring a great customer experience.
Duties
erve visitors by greeting, welcoming, directing and announcing them appropriately.
Answer, screen, and forward any incoming phone calls while providing basic information when needed.
Maintain a safe and clean work area.
Perform other clerical receptionist duties such as filing, photocopying, collating, faxing, etc.
Receive and sort daily mail and deliveries to the front office.
Answer customer telephone calls and receive customer purchase orders.
Enter customer orders as sales orders into NetSuite.
Answer customer inquiries concerning status of orders, tracking information and educate customers on product information.
Assist with the creation of return authorizations to ensure customer satisfaction concerning return of products.
Interface closely with internal process partners from a materials availability and accounting standpoint to assure quick delivery of customer parts.
Research required information using available resources and knowledge base.
Verify and update customer information in NetSuite
Identify and escalate priority issues.
Conduct “warm” transfers to appropriate resources.
Follow-up with customers as necessary, namely in tracking of back-order status
Requirements
High School diploma or equivalent
Must have excellent communication skills and be able to communicate with individuals at all levels of the organization
Detail oriented with strong problem solving and time management skills
Team player able to work effectively with other people
Self-starter able to work with minimum or no supervision
Ability to be resourceful and proactive in dealing with issues that may arise
Ability to organize, multi-task, prioritize and work under pressure
Solid communication skills both written and verbal
Telephone Skills
Proficient in Microsoft Office Suite
Professional appearance and punctual
Benefits
Dental insurance
Employee discount
Flexible schedule
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance
Work Remotely
Work remotely temporarily due to COVID-19
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