Customer Service Representative

2 weeks ago

Duncan, United States Travers Tool Co Full time
The Customer Experience Specialists provide solution-based support to our most valuable stakeholders, our customers. They aim to leverage passion and ability to understand our customer's needs to provide service at a level that exceeds expectations.

As a CSR with Travers, you will be responsible for:

ORDER PROCESSING (PHONE, EMAIL, WEB, MARKETPLACE or other Order Sources):
  • Provide Support to Telesales, Field Sales, Web, Marketplace, Assigned and Unassigned Customers.
  • Work in a team environment to answer all inbound calls, emails, and tickets in a professional manner and within our service level agreement timeframes.
  • Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
  • Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.

DATA HYGIENE (LIST HYGIENE, CATALOG REQUESTS, CONTACT UPDATES):
  • Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
  • Fully resolve and follow up with customers on any outstanding issues.

CUSTOMER SERVICE ISSUES (RETURNS, ORDER TRACKING):
  • Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
  • Fully resolve and follow up with customers on any outstanding issues.
  • Maintain and promote high standards of customer service.

SALES SUPPORT (QUOTES, OUTBOUND FOLLOW UP):
  • Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
  • Work with our vendors to obtain quotes, get product information, and track updates. Take on additional reports and/or duties if needed to help support the team.

PRODUCT SELECTION (TECH SUPPORT, PRODUCT SELECTION):
  • Assist customers with product questions and help obtain product information from vendors.

METRICS:
  • SERVICE SLA's:
    • Inbound ticket resolution SLA: 95% within 1st reply (for Sales Opps) and closure SLA of relevant skill defined SLA.
    • Inbound call pick up "speed of answer" SLA: 90% picked up within 8 seconds
  • QUALITY / ACCURACY:
    • Call observe score > 95%
    • Entry accuracy > 99.8 % (less than 2 per 1000) - see current reporting and define baseline

  • Post call / Post Ticket survey > 4.5 out of 5
  • # of updates or new contacts to CAM contacts db per hour worked
  • SALES CONVERSION:
    • Phone Order to Call Ratio > 50%
    • Phone AOV > tbd
    • Phone Lines per Order > tbd
    • Revenue processed per hour worked tbd
  • PRODUCTIVITY:
    • Units of work per hour > tbd
    • Lines entered per hour tbd
    • Available = Time on Call plus Time in Available mode / Staffed Hours tbd

QUALIFICATIONS:
  • Bachelor's degree (B. A.) or equivalent, one to two years of experience, or equivalent combination of education and experience.
  • Must be a self-starter and proactive.
  • Commitment to excellence and high standards.
  • Excellent written and verbal communication skills.
  • Good judgement with the ability to make timely and sound decisions
  • Creative, flexible, and innovative team player
  • Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organization

  • Strong organizational skills; able to manage priorities and workflow.
  • Ability to work independently and as a member of various teams and committees.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
  • Excellent problem resolution and consultative sales skills.
  • Proven ability to handle multiple projects and meet deadlines
  • Strong interpersonal skills.
  • Ability to prepare reports and business correspondence.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
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