Customer Service Representative page is loadedCustomer Service RepresentativeApply locations Guadalajara, MX posted on Posted 4 Days Ago job requisition id R-100306Job Description:Core DutiesInbound Telephone SupportAnswer inbound calls to the Company's main support line and take appropriate action based on the type of call, including:Answering basic questions about the company's operation, product, servicesEntering, changing, or checking on the status of orders using NetSuite ERP softwareTracking and escalating support calls to the appropriate department or personnelResearching customer account issuesScreening and forwarding phone calls to XPEL employeesLogging all in-bound calls into NetSuiteTechnical SupportAnswering calls from customers and internal employees about XPEL's proprietary software, including:Assisting with setting up, activating, deactivating and managing customer accountsAssisting with the installation, operation, and troubleshooting of cutting plottersSupporting customers with basic questions about commonly used functionsResolving technical problems and escalating problems for further assistanceSupporting customers with the use of XPEL's website and online ordering toolsParticipating in an on-call after-hours support rotationOrder ManagementMonitor email inboxes and other locations for inbound orders that need to be entered into NetSuite; Monitor the Company Support Queue, answering or forwarding cases to the appropriate partyFinalize and process order fulfillments for XPEL's various locations and third-party fulfillment locationsOutbound SupportUsing lists, criteria or scripts provided, make outbound calls to designated customers or prospects for various purposes, including:Soliciting feedback from customers about the Company's service, products or performanceInforming customers about Company products, offeringsProactively calling customers in response to automated alerts about order delays or other problemsOther duties as assignedJob RequirementsHigh School Diploma2-4 years of high-level customer and technical support experienceExperience providing support through live chats and email preferredKnowledge of Excel, Word, PowerPoint, and Microsoft Office Applications, with frequent utilization of Microsoft TeamsAbility to communicate effectively via phone, chat, and emailExcellent phone presence with a high level of interpersonal and organizational skillsDemonstrates a sense of urgency and timeliness to meet customer service call demandXPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.#J-18808-Ljbffr