Overview:
The customer service representative is a significant customer facing role within Stryten, with daily communication around orders and fulfillment directly with the customer as well as other departments within the organization.
**Responsibilities**:
- Develop and maintain accurate documentation of department processes.
- Research, reconcile and resolve customer issues in a timely manner.
- Act as "SME" Subject Matter Expert on various Systems including JDE, SFDC, inContact, CPQ.
- Process sales orders from customer purchase orders or through finalizing salesforces opportunities.
- Perform customer support function in at least one area of expertise.
- Ability to provide World Class Customer Engagements
- Comfortable interacting with Sr. Management, Branch Operations, Manufacturing and Accounting
- Ability to adapt and work well under pressure in a fast-paced environment
- Track orders to completion
- Provide consolidated billing and supporting documentation to customers
- Provide written correspondence to internal and external Customers in a professional manner
- Ability to work with Sales to engage with customers proactively
- Ability to be cross-trained back-up for teammates
- Run respective customer reports
- Coordinate import process for orders being shipped and invoiced out of Mexico, work together with Logistic partners and finance department for completion of import process and invoice to customers.
- Serve as a key point of contact and liaison for Stryten customers
Qualifications:
Education, Experience, Certifications:
- College/University graduate or equivalent education and progressive call center experience preferred
- Experience with import process
- Bilingual (Spanish/English)
Competencies, Skills, Knowledge:
- Ability to self -manage.
- Proficiency in all of the basic customer support skills.
- Excellent oral and written communication skills.
- Excellent Interpersonal skills to work well with co-workers and other departments.
- Ability to deal with difficult situations and maintain a positive attitude.
- Must be detail oriented.
- Excellent computer skills including working knowledge of MS Office, SFDC, inContact & JDE.
- Dependable, reliable, and punctual
- Ability to perform customer support functions
OTHER CATEGORIES AS REQUIRED:
Basic Skills:
- Phone Support, Order Entry, Order inquiry, Order changes, Bill To / Ship To Set Up, Credit Card Processing, Inventory Look Up, BOM Look Up, Customer Ledger Inquiry, Returns, Freight quotes and ESG.
Area of Expertise May Include:
- OEM / National Accounts Support, and Recycling.
About Statement:
Disclaimer:
Stryten Energy is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.