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Customer Support Representative

2 months ago

Roseville, California, United States growroseville Full time

Position Overview

We are seeking a dedicated Customer Service Specialist to enhance our Customer Service team. This role is essential in ensuring effective communication and support for our clientele.

Key Responsibilities

  • Deliver exceptional customer satisfaction through interactions with both internal and external stakeholders.
  • Address inquiries from customers and Regional Sales Managers regarding specific orders and transactions, including product availability, delivery timelines, billing inquiries, pricing, and basic product details.
  • Ensure timely and comprehensive communication with customers.
  • Make informed decisions based on established processes and policies, while exercising discretion to accommodate customer needs when necessary.
  • Identify and report any discrepancies in processes or policies to the management team.
  • Manage Return Merchandise Authorizations (RMAs) related to customer returns and quality issues.

Operational Duties

  • Oversee customer interactions for the Industrial and Medical business units, focusing on supply, demand, and communication.
  • Manage the Oracle exception process to provide accurate availability and promise dates throughout the sales order cycle.
  • Proactively monitor open customer sales orders to ensure timely delivery and maintain effective communication with customers.

Qualifications

  • Bachelor's Degree in business, marketing, communications, supply chain, or equivalent experience of at least 5 years in customer service.
  • Experience in a manufacturing customer service environment is preferred.
  • Strong interpersonal and communication skills.
  • Proficiency in data analytics.

Preferred Qualifications

  • Minimum of 2 years of experience with Oracle systems.