Customer Support Representative

3 months ago

Broomfield, United States Viega LLC Full time

JOB DESCRIPTION SUMMARY

This role is responsible for providing excellent customer service through fast and accurate processing of orders, phone calls, and emails. This individual will communicate and coordinate with other departments to resolve inquiries and disputes while also answering general inquiries regarding pricing, products, shipment dates, etc. The individual is to ensure all pricing and customer information is accurate while providing a high level of customer satisfaction.

JOB DESCRIPTION DETAILS

Pricing and Availability

Responsible for creating product quotes in SAP

Provide material stock information per incoming calls or email requests

Research part numbers by utilizing technical documentation, catalog, or searching in SAP

Answers incoming calls regarding pricing and availability or tracking shipments

Provide detailed order information

Field Sales Support

Provide support of Field Sales including returning customer phone calls, account and special pricing information and product availability obtained through SAP, pulls requested data and literature and forwards to appropriate individual.

Provide sales and customer information as requested.

Order Entry

Responsible for entering and processing customer orders accurately and efficiently into SAP

Responsible for verifying orders for accuracy

Communicating with customer regarding orders and shipping methods

Managing backlog of orders

Rerouting orders as necessary

Providing order follow up and communications

Maintaining accurate records

Customer Service

Answers general inquiries regarding pricing, products, scheduling, etc.

Provides order follow up communications with customer, sales and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc.

Facilitates ongoing communication/collaboration between all departments to achieve order quality and improvement.

Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions

Other

Attends meetings as required and/or assigned.

Attends meetings regarding new products and procedures in order to gain knowledge to better serve internal and external customers.

Performs other duties as required and/or assigned

Special Job Dimensions

Will be required to travel up to 5% of the time.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities

Knowledge of computer programs including Microsoft Word, Excel, Outlook, SAP and CRM

Professional phone/follow-up skills

Excellent customer service skills

Strong interpersonal, written, and oral communication skills

Ability to multi-task

Excellent organizational and prioritization skills

Ability to enter orders accurately with minimal errors

Ability to handle difficult situations and determine appropriate resolution

Ability to obtain and maintain product knowledge

Ability to pay close attention to details

Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.

Ability to adhere to the highest standards of quality while continually performing at the highest possible level.

Education, Certification/License & Work Experience

High School Diploma or equivalent

AND

3-5 years of related customer service/support experience

Associates Degree, preferred

Equivalent combinations of education and experience may be considered.

**Your contact person:**

Sandra Brady - SANDY.BRADY@VIEGA.US -

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