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Customer Support Representative

2 months ago

Worcester, United States Imperial Full time
SUMMARY:

Customer Support Representative will serve as the liaison between customers, the sales team, and various departments; responsible for the coordination of special orders, transportation logistics, managing the flow of goods and successfully resolving issues. This position requires ability to multi-task and make sound decisions in a complex, fast paced environment with minimal supervision.

ESSENTIAL RESPONSIBILITIES/DUTIES INCLUDE:

  • Work collaboratively with Purchasing, Accounting, Sales Management and Distribution Center Personnel to assist in order coordination, customer questions, inventory inquiries and resolving customer related problems by successfully navigating and utilizing the AS400 System.
  • Work with DC management team to coordinate seasonal loads in remote seasonal facility (cubic reports, order conversion, order processing and delivery).
  • Perform administrative duties for key customers using Customer specific online portals, supplying new item set up information using customer specific new item Forms.
  • Process orders for customers and sales/service personnel
  • Coordinate special orders and special deliveries for both customers and salespeople
  • Run and distribute various reports using Microsoft Excel, Word, Adobe, and Sequel Viewpoint
  • Action and update entries for the process of new item distributions/ Ad items and reserves for key customers using Smartsheet.
  • General mailings, Data entry verification and filing
  • Answer phones and transfer phone calls
  • High level of discretion pertaining to confidential information
  • Administrative support during seasonal trade shows.
  • Other related duties as assigned by the manager
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • High School Diploma or GED
  • Customer Service experience
  • Detail oriented
  • Good communication skills, ability to make sound decisions
  • Telephone Skills, Verbal Communication, Listening, Professionalism, Customer Focus, Organization, Informing Others, Handles Pressure.
  • Ability to work with minimal supervision
  • PC skills (Intermediate skill with MS Outlook & Word and intermediate to advanced skill with MS Excel), and data entry experience.
  • Proven ability to effectively prioritize, respond to and meet deadlines while maintaining the highest standards of completeness and accuracy
  • Flexibility with completing deadlines (Ex: Work late if necessary)
  • High level of Professionalism, Customer Service Excellence and Confidentiality
  • High sense of urgency, drive and willingness to do what it takes to get the job done
  • Speaking clearly and with empathy in both positive and negative situations
  • Background check and drug screening required.


PHYSICAL DEMANDS: 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to sit; stoop, kneel, crouch, or crawl; and talk or hear.
  • The employee must regularly handle items weighing up to 2 pounds lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.