Customer Service Representative
4 weeks ago
At Konnect Resources, we are seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients via phone, email, and chat.
Key Responsibilities:
- Respond to customer inquiries and provide product updates
- Track shipment orders and container information
- Navigate carrier websites to track orders and obtain shipping details
- Communicate with carriers to gather additional shipment information
- Understand international and domestic freight movement processes
- Develop a basic understanding of product lines
- Transfer customer inquiries beyond expertise to the appropriate team
- Enter notes for orders on the company website
- Walk customers through troubleshooting steps across various browsers
- Look up dealer information on the website and internal systems
- Understand and manage customer account settings
- Assist in researching and entering RGA requests as directed
- Act as a liaison between customers and the shipping team for shipment updates
- Research and follow up on the will-call list
- Communicate with the shipping department regarding carrier issues and escalate when needed
- Respond to emails from the factory requesting shipment or order details
- Investigate product return orders to determine the reason for return
Requirements:
- Basic problem-solving skills
- Strong attention to detail and accuracy
- Excellent verbal and written communication skills (phone and email)
- Analytical thinking for basic issue resolution
- Ability to build strong relationships with internal and external stakeholders
Technical Skills:
- Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook, and Zoom)
- Experience with Genesys PureConnect (interactive phone system)
Customer Service:
- Proactive approach to addressing customer concerns
- Ability to escalate issues and collaborate with leadership when necessary
Qualifications:
- At least 1 - 3 years' of relevant work experience
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work
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