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Service Account Representative
2 months ago
Position Overview:
The Customer Engagement Specialist will engage with clients by delivering accurate quotes, efficient order processing, and exemplary service concerning GIS products and solutions.
Key Responsibilities:
This role will efficiently respond to client inquiries via email and phone, addressing general questions, processing new orders, providing updates on order statuses, managing shipping details, and conducting follow-ups with customers.
Specific Duties Include:
1. Receive, process, and submit orders for standard GIS products for existing clients.
2. Order standard items from GIS suppliers as per client requests.
3. Ensure the accuracy of customer and order information, confirming that all necessary data, pricing, and details are included for smooth order processing.
4. Communicate order status updates, shipping timelines, and any potential delays to clients via email or phone.
5. Provide clients with comprehensive information and proactive solutions when addressing inquiries or issues.
6. Manage a high volume of incoming emails and monitor shared mailboxes for orders and inquiries.
7. Foster strong relationships and trust with client accounts through open and effective communication.
8. Address customer complaints professionally, offering suitable solutions and alternatives within designated timeframes, followed by ensuring resolution.
9. Collaborate with print, production, and shipping teams to relay status updates on client orders.
10. Process orders based on client deadlines to guarantee timely fulfillment.
11. Utilize Acumatica (UPS WorldShip) for generating shipping tickets for orders managed by the Customer Service Representative.
12. Assist fellow Customer Service Representatives with shipping ticket creation based on daily order allocations.
Qualifications:
- High School Diploma or equivalent required.
- 2-3 years of experience in customer service and/or order processing.
Key Competencies:
- Proficient computer skills with a quick adaptability to new software.
- Service-oriented mindset with the ability to resolve straightforward and complex customer issues.
