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Customer Service Representative/Operations Support

3 months ago

Buena Park, United States 99 Ranch Market Full time $25
Walong Marketing, Inc. is looking for an experienced Operations Support (CSR) - Bilingual in Chinese who has the ability and desire to function as part of a team. The candidate must have strong communication skills, a positive attitude, be prepared to multitask, and adapt well to change.*Serious applicants only, this is not an entry-level position. We desire applicants who want to remain at this position for a long-term. We are the direct employer.
Summary:The Operations Support (CSR) ensures the satisfaction of our customers by providing the highest quality of service to each customer. Their aim is to provide excellent customer service and to promote this idea throughout the company. The Operations Support (CSR) interacts with customers to provide information in response to inquiries about products and services, and resolves issues that arise in the day-to-day operations. . The representative must comply with the customer service role as the “advocate” of our customers at all times within the scope of company policies and procedures.
Duties and Responsibilities:
  • Maintain good attendance and reports promptly for work on all work days to ensure the department has the maximum support needed.
  • Keep accurate records of discussions or correspondence with customers.
  • Answer all phone calls directed to Customer Service promptly and professionally. Employees must promptly answer all email inquiries within a 24-hour time frame. Calls and emails will mainly relate to helping customers with product questions, price inquiries, stock checks, provide accurate order lead times, minor technical support, shipping rate quotes, and providing shipment tracking information.
  • Promote increased sales and stocking capacity for assigned new and existing customers.
  • Expedite customer samples ensuring to track these samples through delivery; Follow-up with customers receiving samples to influence the sale in favor of Elite.
  • Resolve incoming requests/issues from customers professionally, promptly, and thoroughly. Few issues may be more complex, employees will work with upper management to find a reasonable solution to each.
  • Provide minor product troubleshooting, and general follow up as needed.
  • Interact with employees of other departments in a professional and respectful manner. Position requires a high level of interaction with the Shipping, Assembly, Order Entry, and Accounts Receivable Departments.
  • Review purchase orders received directly through email for accuracy of part number and price, if inconsistencies are found contact customers for clarification or adjustment.
  • Enter sample orders as needed.
  • Track high priority orders for customers to make sure promised lead times and delivery schedules are followed. This will require strong follow-up with purchasing, data entry, and assembly teams.
  • Organizes to-do list by continuously monitoring incoming email, tracking priority orders, monitoring open orders, and calling customers. Employees will run weekly reports to monitor orders assigned to his/her respective regional sales team.
  • Other duties assigned.

Qualifications:
  • Must type a minimum 45 WPM
  • Must have prior experience working in an office setting
  • Candidates with electrical, electronic, or are technically-Inclined are preferred
  • High school diploma required
  • 2 years C.S. experience
  • Candidates with experience in accounting, sales, marketing, or production are preferred
  • Knowledge of the basics of a purchase order
  • Knowledge of warehousing principles
  • Must have simple arithmetic/accounting knowledge
  • Familiarity with the Use of E-mail
  • Familiarity with the Use of the Internet
  • Basic knowledge of Microsoft Office, specifically Word and Excel
  • Bilingual Chinese/English

Personal characteristics of a  Operations Support (CSR) should demonstrate competence in some or all of the following:
  • Behave Ethically: Understand ethical behavior and business practices, and ensure that your own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.
  • Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
  • Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
  • Lead: Positively influence others to achieve results that are in the best interest of the organization.
  • Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
  • Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
  • Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

Benefits:
  • Competitive salary.
  • Competitive health, dental plans.
  • Elective 401K plan
  • Major holidays paid through the year end
  • 3 Paid sick days.

Position Details:
  • Job type: Full Time
  • Salary: $25.00 per hour
  • Location: 6338 Regio Ave., Buena Park, CA 90620

Disclaimer:Our goal is to be a recognized leader in the industry while providing a great workplace for employees. Please note the job descriptions are intended to describe the general nature and level of work being performed by people assigned to the position. They do not cover all the details of skills, duties, or responsibilities required for the positions. Thus, they are not to be construed as an exhaustive list of all skills, duties, and responsibilities required for personnel. All personnel may be required to perform duties outside of their normal responsibilities as instructed by management. Skills, duties and responsibilities may change at any time with or without notice. We are an E.E.O. employer.