Provides telephone and e-mail support to customers in resolving simple shipping, credit and returns issues. Follows procedures and guidelines to provide service to customers in a timely manner.
* Provides the highest level of customer service at all times to internal and external customers * Creates SR's and all tasks associated with customer calls, e-mails, faxes, etc. * Creates follow-ups with customers in order to provide the best customer experience. * Follows department guidelines for methods of research and accuracy. * Maintains notes in appropriate systems. * Identifies issues that need escalation and passes on to the appropriate person. * Utilizes all necessary internal applications.*Performs additional duties as assigned *Meets attendance and punctuality standards
The requirements listed below are representative of the knowledge, skill, and/or ability required. Able to be diplomatic when handling calls/correspondence for Management. Able to build solid, effective working relationships with others. Able to assimilate research data from a variety of sources, analyze, and recommend appropriate courses of action to take. Able to constructively work under stress and pressure when faced with high workloads and deadlines. Able to answer phone and greet public in a friendly and courteous manner. Able to adjust readily to change and adapt as needed. Able to avoid win/loss situations and ensure productive resolutions of conflict. Able to display a preference for interacting with people, being friendly, outgoing, articulate and socially at ease. Able to execute instructions and to request clarification when needed. Able to express ideas clearly and convey necessary information. Able to be immobile for long extended periods. Able to use relevant computer system applications (which may include spreadsheets, word processors, databases, etc) at a basic level. Able to be attentive and foster two-way conversation. Able to use common office equipment. Able to perform basic mathematical calculations. Able to quickly learn new systems and technology. Possesses strong organizational and time management * High School Diploma or equivalent is required. * A minimum of 35 wpm typing skills*Able to maintain confidentiality of senstitive information.