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Customer Service Ambassador
2 months ago
The Customer Service Representative plays a pivotal role in delivering exceptional customer experiences to both internal and external stakeholders. With a deep understanding of company products, services, policies, and procedures, this position caters to a diverse customer base, both domestically and internationally.
Key Responsibilities- Customer Centricity: Prioritize customer satisfaction, treat colleagues with respect, and uphold the company's reputation with integrity.
- Relationship Building: Establish strong business relationships with customers through consultative interactions, driving sales growth and customer loyalty.
- Order Management: Efficiently process sales orders, backorders, and pick tickets, ensuring timely and accurate delivery.
- Product Recommendations: Offer informed product suggestions to drive sales through cross-selling and upselling, enhancing customer satisfaction and revenue growth.
- Logistics Decision Making: Make informed logistics decisions based on cost and customer requirements, ensuring efficient and effective order fulfillment.
- Customer Inquiry Resolution: Respond promptly to customer inquiries about orders and product information, resolving issues in a timely and professional manner.
- Collaboration: Collaborate with different departments on customer-related matters, ensuring seamless communication and issue resolution.
- Feedback and Improvement: Conduct outbound calls to gather feedback on promotional items and services, providing valuable insights for process improvement.
- Return and Credit Management: Manage customer returns and credit disputes effectively, ensuring fair and timely resolution.
- Issue Resolution: Resolve customer issues with a focus on long-term solutions, maintaining customer satisfaction and loyalty.
- Feedback and Communication: Provide feedback on service failures and customer concerns, ensuring continuous improvement and effective communication.
- Complaint Resolution: Work with the Sourcing department for complaint resolution, ensuring prompt and effective issue resolution.
- Account Management: Assist in processing customer invoices and credits, maintaining and sharing customer account information as required.
Applicants should have customer service experience, ideally with at least a high school diploma. Problem-solving skills and a results-driven mindset are essential. Strong communication skills, both verbal and written, are required. Proficiency in Microsoft Office Suite is a must. Experience in customer service, manufacturing, and sales environments is beneficial. Inside sales experience is a plus. Familiarity with CRM systems like SAP, Salesforce, or others is advantageous.
Equal Opportunity Employer
Icon Protection, Inc., represented by Garland Surface Protection, Inc., Surface Shields, Inc., Ram Board, Inc., and Trimaco, Inc., is an equal opportunity employer. We value diversity and do not discriminate based on various factors in accordance with applicable laws.
