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Call Center Representative

2 months ago

Lake Forest, United States TEKsystems Full time

*Description:*
Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking. 30+ calls a day + emails.
*Provide a solution for all callers- if answer is not known- will need to research and follow up
*Log customer data for return processing
*Answer and log customer phone calls
*Maintain pleasant & positive phone voice and attitude
*Process customer orders
*Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
*Process change requests
*Provide accurate sales rep information to customers upon request
*Create incidents, tasks, and inquires within ServiceCloud where applicable and respond to those inquiry types assigned to the team.
*Review orders for product availability
*Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution. Coordinate with the shipping companies regarding order status and P.O.D's
*Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
*Ensure phones are covered at all times during normal working hours
*Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
*Other miscellaneous duties or special projects as assigned
*Horus:*
Monday-Friday 8am-5pm
*Skills & Qualifications:*
Must Haves:
- 1+ year of call center/phone customer service experience
- Experience with ERP systems
- Demonstrated data management & analysis skills using MS Excel
Nice Haves:
- Oracle EBS ERP
- Bilingual in Spanish
- high school diploma or equivalent is required, a degree is preferred
- Prior experience with supplier records management strongly preferred; will consider experience with other large data management & clean-up activities
Soft Skills:
- Ability to engage internal/external resources & follow up as needed
- Demonstrated ability to summarize/present data findings & project status
- Ability to comply with defined procedures.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.