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Customer Support Advisor

2 months ago

Temecula, California, United States The McPherson Companies, Inc. Full time

Overview:


The Customer Success Specialist plays a crucial role in managing customer interactions, processing orders, and providing essential support while ensuring that service levels are maintained during order escalations, faxes, and mail. This position is vital in achieving key performance indicators (KPIs) and acting as a subject matter expert for the designated territory.


Key Responsibilities:


1. Serve as the primary point of contact for customer inquiries and issues within the assigned territory, facilitating seamless communication between the company and the customer regarding orders, billing, and other concerns.

2. Handle new account setups for clients that do not require external assistance, ensuring that all customer questions and concerns are addressed promptly.

3. Maintain clear communication with internal stakeholders regarding the completion of new account setups through various channels.

4. Monitor inventory levels and provide insights for continuous improvement to protect customer product availability.

5. Conduct daily audits of monitor locations to ensure accuracy and reliability of data.

6. Identify and communicate potential risks related to customer deliveries proactively.

7. Address and rectify errors in account setups as they arise, coordinating with internal teams to gather any missing or incomplete information.

8. Support external sales teams with inquiries that require internal assistance and communicate updates on backorders and short shipments as necessary.

9. Assist in the documentation and correction of customer information within various sales systems.

10. Provide weekly updates on new customer setups and other relevant data as required.

11. Undertake special projects or additional duties as assigned by management.

12. Flexibility to work evenings and weekends based on business needs.


Qualifications:
High school diploma is required; college coursework is preferred.
Minimum of three years of experience in customer service is essential.
Prior experience in call center operations is necessary.

Demonstrated customer service skills with the ability to resolve issues effectively while maintaining quality standards.

Ability to prioritize tasks, troubleshoot problems, and manage multiple responsibilities in a dynamic environment.

Commitment to meeting the needs of both internal and external customers with a sense of urgency.

Strong verbal and written communication skills along with effective telephone etiquette.

Team-oriented with excellent organizational skills and attention to detail.

Proven ability to seek improvements and enhance quality.

Accurate data entry skills with a focus on detail.

Critical thinking skills with the ability to offer innovative ideas to the team.

Ability to work independently and collaboratively.

Professional demeanor and positive attitude in all customer interactions.

Strong follow-up skills and a sense of urgency in completing tasks.


Work Environment:
This role is performed in a standard office setting.

It requires the ability to work under pressure and engage with a diverse range of individuals, including colleagues, customers, and vendors.

The position involves prolonged periods of sitting and using standard office equipment such as computers and telephones.

The above job description is intended to provide a general overview of the responsibilities and expectations associated with this role. As business needs evolve, the essential functions of this position may also change.


The McPherson Companies, Inc. is an Equal Opportunity Employer – M/F/Vets/Disabled.

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