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Customer Service Representative

1 month ago

Rockford, United States Byrne Full time
Job Summary: The CSR will manage the day-to-day account service for Byrne customers interacting with us on our customer portal, youmakebyrne.com. Ensure a high level of satisfaction is reached for all customer and potential customers when transacting with Byrne.

Essential Duties, Responsibilities and Job Requirements:

  • Serve as a customer service liaison for Byrne customers. Answer questions via chat, email, and phone calls from YouMakeByrne customers regarding production lead times, product availability and other product specifications and concerns.
  • Facilitate customs clearance and international shipping compliance issues when necessary.
  • Provide internal support to increase customer sales through our online customer portal.
  • Performs customer order changes and returns according to established department policies and procedures.
  • Works closely with the YouMakeByrne team to elevate any service failures regarding the portal and customer concerns. Explore ways to improve the customer journey and elevate to internal teams when necessary.
  • Identifies and elevates large customer projects to insides sales team to vet for possible strategic partnerships.
  • Responds to customer inquiries about products. Provide detailed information about product specifications and functions. Record conversation details in Dynamics 365.
  • Communicates clearly and concisely to customers their Power Perks loyalty tier. Facilitate and advocate for customer tier changes. Thorough understanding of our YouMakeByrne strategy and works through customer requests according to Power Perks tier.
  • Participate in company-wide CSM events for continuous improve
  • Perform other projects and duties as assigned.
Skills & Experience Required:
  • Minimum of 4 to 7 years of experience in customer service.
  • Inside sales experience preferred.
  • Strong communication skills, including writing and verbal communication.
  • Highly proficient computer skills, including expertise in MS Excel and Word.
  • Familiarity with ERP and CRM systems is a plus.
  • Demonstrable ability to multitask effectively in an environment requiring patience and flexibility.
  • Foreign language fluency for the international market served is plus.


Physical Requirements: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee may be regularly required to talk or listen, stand, walk, sit, stoop, crawl and use hands to finger, handle, or feel objects, tools or controls. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must be able to operate in mentally and physically stressful situations. Prolonged sitting, typing and lifting up to 20 pounds.

BYRNE ELECTRICAL SPECIALISTS is an equal opportunity employer.