Customer Support Rep II: Chesapeake

1 week ago

Chesapeake, United States SUMITOMO MACHINERY CORP OF AMERICA Full time
Description

Hourly rate starting at $22.31 increase based on experience.

Benefits include:
  • Medical, Dental, Vision
  • Paid Time Off- Including Birthday Hours
  • Life and Accidental Death Insurance (Company Paid)
  • Short and Long Term Disability Insurance (Company Paid)
  • 401K, 401K Match- Access to Certified Financial Planner
  • Access to LinkedIn Learning
  • YMCA discount and more

Purpose and Scope of Job:

The Customer Support Representative II will work closely with Management and Outside Sales, responding to inbound inquiries by providing Customers with technical product information, order support, professional quotations, and problem resolution.

Essential Functions (other duties may be assigned):
  • Assist customers with questions or issues received via phone, email or fax, responding promptly.
  • Keep records of customer interactions and transactions
  • Provide information that helps customers to make purchasing decisions.
  • Attend to customer questions, complaints and concerns immediately, and evaluate all relevant information to facilitate satisfactory resolution.
  • Manage telephone calls professionally, efficiently and with good communication skills.
  • Communicate and Coordinate requests and unresolved issues to the appropriate internal departments for resolution.
  • Manage specific customer accounts, building relationships to improve overall customer satisfaction.
  • Understand and appropriately use the company pricing system and follow appropriate policies.
  • Suggest improvements in the communications by the company, for the betterment of customer, company and the staff.
  • Process customer orders in a courteous, efficient and timely manner.
  • Assist in all other areas of data entry including processing of credits, debits, returns, etc.
  • Perform other duties as assigned.

Minimum Qualifications:
  • Self-starter
  • Strong decision making skills, understands how decisions impact the Customer and the Company
  • Exceptional communication skills, both written and verbal
  • Ability to maintain composure under pressure and demonstrate a "can do" attitude
  • Ability to work with all levels of employees, customers and suppliers.
  • Ability to handle a variety of customer situations with enthusiasm and tact.
  • Ability to handle multiple demands from many people and prioritize effectively
  • Associates or equivalent work experience is required. Some college coursework is preferred.
  • Minimum of three (3) years of customer service or inside sales experience
  • Successful Completion of CSRI and CSRII training curriculum.
  • Strong computer skills; experience with AS400, Salesforce, and/or Lotus Notes preferred.
  • Strong analytical and problem solving capabilities
  • Any additional essential skills and/or knowledge as shown in the HRIS Career & Education > Skills section for incumbents holding this job title.

Work Conditions & Physical Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Must have the ability to sit for extended periods of time; exhibit manual dexterity to dial a telephone, to enter data into a computer terminal/typewriter; to see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal levels and on the telephone; speak in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions; physical agility to lift up to 25 pounds.

The above statements describe the general nature and level of work being performed. This job description does not serve as a contract nor does it limit the employer's ability to establish or change the content, nature, or essential functions of this job. Employees holding this position will be required to perform any other job-related duties as requested by management. Under the Americans with Disabilities Act (ADA) of 1990, reasonable accommodations will be considered for qualified individuals with a disability.

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