Responsibilities:
- Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
- Support customers through providing solutions including
- Accurate order processing and pricing functions in the ERP system
- Changes to accounts
- Order inquiries such as tracking information and product ETAs
- Product advice/knowledge
- Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
- Communication of product availability information
- Provide outbound communication as necessary to resolve or follow-up on issues.
- Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities.
- Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
- Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
- Responsible for achieving all goals and metrics as assigned.
- Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
- Participation in special projects as assigned.
- Run reports as needed.
- Assists/backs-up peers.
Qualifications:
Training and Experience
- Two years’ customer service experience in either a call center environment featuring a moderate to high volume of inbound and outbound calls or a manufacturing environment
- Experience with an order management system, including a CRM is preferred.
- Or an equivalent combination of training and experience.
Knowledge, Abilities and Skills
- Have the ability to learn products, processes, services and customers.
- Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook.
- Communicate effectively and professionally, both verbally and in writing.
- Ability to answer incoming phone calls for the majority of each day.
- Ability and desire to multi-task and quickly reset priorities as dictated by workflow. Excellent organization skills.
- Ability to continuously be accurate and precise throughout an entire workday.
- Excellent interpersonal skills. Maintenance of a positive and enthusiastic attitude throughout each workday.
- Ability to quickly and thoroughly respond to customer inquiries.
Physical Requirements:
- The ability to use a telephone and personal computer, while seated for the majority of an 8-hour shift, is required.
Working Conditions
- Office environment with occasional exposure to manufacturing plant environment, which has some abnormal variations in temperature, unavoidable fumes, noise, dust and atmospheric conditions.
- The noise level in the work environment is usually moderate.
Minimal travel will be required (0 - 5% of total work time)
Pay Range: $18.00/hr. - $22.00/hr.
The pay range reflects the minimum and maximum target for the position at the time of posting. Within the range, the compensation will be determined based on education/training, skill set, experience, and other organizational needs.
Young Innovations, Inc. is an Equal Opportunity Employer and E-Verify participating employer.
