Resumen:
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.
**Responsabilidades**:
- 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
Requerimientos:
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.