Essential Functions & Responsibilities:
- Resolve customer inquiries, issues, complaints, and concerns efficiently and professionally. Interact with customers via phone rotations, chats, Salesforce cases, and direct emails.
- Maintain a high level of urgency and meet or exceed case load processing requirements while maintaining accuracy and service quality standards.
- Availability to work any of the following shifts (all ET) to support customers across U.S. time zones: 8–5, 9–6, 10–7, or 11–8.
- Collaborate cross-functionally with other departments to resolve complex customer issues and implement win/win solutions.
- Complete mainstream pricing requests, including quote renewals, pricing and delivery inquiries, spreadsheet pricing, expedite requests, order maintenance, and account setup requests.
- Assist with order entry, EDI unfinished orders, and samples/NCOs, while maintaining excellent quality and meeting case completion expectations.
- Handle specialized support tasks, including MOQ overrides, no-charge orders, miscellaneous billings, new customer setups, FSE linking, credit hold management, and other functions as needed to support a world-class customer experience.
- Perform routine account maintenance, including updates to company names, physical addresses, and customer-specific flags.
- Serve as a backup for the Communications team as needed.
Required Experience:
- 3 – 5 Years of experience in a customer service environment.
- Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.
- Excellent written and verbal communication skills.
- Excellent organizational and follow-up skills.
- Effective time management skills with the ability to manage multiple tasks.
- Strong interpersonal skills and ability to work well with a team.
- Demonstrated flexibility, innovation, customer service, and ability to create win/win solutions.
- Must be able to sit/stand for at least 90 consecutive minutes.
Education:
- BS in Business or relevant field is preferred.
