Customer Service Rep II

4 weeks ago

Roswell, United States SiteOne Landscape Supply Full time

Company Overview:

SiteOne associates are customer obsessed, always safe, continuously improving, and having fun Whether you are experienced in the green industry, a professional looking for a career change, or a new graduate or veteran transitioning into the workforce, we are confident you will find opportunity and reward with SiteOne.

SiteOne Landscape Supply is the largest and only national wholesale distributor of landscaping products in the United States and Canada. With over 700 branches across the U.S. and Canada, we offer a comprehensive selection of products including: irrigation supplies, fertilizer and control products, nursery goods, hardscapes, landscape lighting, drainage and erosion control products, tools, and other landscaping accessories and supplies.

Position Overview:

The Customer Service Representative (Distribution Center) will be a key point of contact for stores in order to ensure quality and accuracy of orders and transfers.

IN THIS ROLE YOU WILL:

  • Perform all of Customer Support I duties
  • Proficient knowledge of all our applicable software applications: OKTA, Hybris, UE, Sendgrid, Fullstory
  • Able to train new employees on OKTA, Hybris, UE, Sendgrid, Service now
  • Manage internal relationships with IT on all SiteOne.com upgrades, new programs and testing
  • Preform QA for Partner Points customers including Nextlevel access
  • Ownership and training of the Bectran Credit Process and be able to process accounts through this system
  • Reply to all responses received by our Qualtranics and Delightful system
  • Act as a liaison between customer and IT on all system bugs, requests and request for improvements (JIRA)
  • Drives repeat business by providing excellent service, training and SiteOne.com knowledge to customers. Builds relationships with customers.
  • Meets or exceeds productivity requirements for productivity, schedule adherence, quality and attendance. Completes assignments accurately despite a large workload.
  • Provide training for SiteOne.com to branch locations
  • Be able to work with National Account to process their orders and handling accounts
  • Resolves escalated issues for customer and branch related tickets
  • Have the Knowledge to answer 95% of all request that come into Customersupport@siteone.com
  • Tickets that we do not have the answers for (5%) take ownership and find the support needed for closure
Skills We Are Seeking::
  • 3-5 years of customer service or retail sales experience is preferred.
  • 3-5 years SiteOne product knowledge
  • Customer Service mentality
  • Must be willing to make customer support training videos and video customer support communication with the customer
  • Must have excellent communication skills.
  • Able to train customers on SiteOne.com
  • High school diploma or equivalent

Perks:

  • Medical, Dental and Vision plans
  • Paid Time Off, Paid Holidays
  • Competitive Compensation
  • 401k with company match
  • Company paid life insurance, Short Term Disability and Long-Term Disability Insurance
  • Product Discounts
  • Tuition Reimbursement
  • Opportunity for Advancement

THE INFORMATION CONTAINED HEREIN IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND QUALIFICATIONS REQUIRED OF INDIVIDUALS PERFORMING THE JOB. THE QUALIFICATIONS DETAILED IN THIS JOB DESCRIPTION ARE NOT CONSIDERED THE MINIMUM REQUIREMENTS NECESSARY TO PERFORM THE JOB, BUT RATHER AS GUIDELINES. THEY MAY VARY FROM POSITION TO POSITION.

SiteOne Landscape Supply is strongly committed to providing equal employment opportunities for all associates and all applicants for employment. All employment decisions at SiteOne-including those relating to hiring, promotion, transfers, benefits, compensation, placement, and termination-will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law.

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