Customer Service Representative

4 weeks ago


La Palma, California, United States Konnect Resources Full time
Job Title: Customer Service Representative

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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