Customer Support Specialist

2 weeks ago

Suwanee, Georgia, United States Essendant Full time

Customer Service Advocate (REMOTE OPPORTUNITY)

Job Category: Individual Contributor - Non-Exempt

Job Details:

Overview:

The Customer Service Advocate plays a crucial role in ensuring customer satisfaction by addressing inquiries related to shipments, returns, credits, order statuses, and other customer-related issues.

Key Responsibilities:

  • Deliver exceptional customer service by managing inquiries about delivery, returns, and order statuses.
  • Proactively identify and communicate issues to customers, including:
    • Processing holds and tracking backorders.
    • Updating tracking information in internal systems.
    • Responding to ad-hoc customer requests and guiding them on self-service options.
  • Provide accurate quotes, pricing, and freight estimates.
  • Complete order entries and assist with credit validation and reconciliation.
  • Handle sample and product shopping requests efficiently.
  • Conduct stock checks and address vendor inquiries.
  • Resolve issues related to deliveries, credits, and returns.
  • Manage both inbound and outbound communications via phone and email.
  • Monitor requests against service level agreements and manage communication regarding unavailable services.
  • Follow up on customer satisfaction and ensure all requests are tracked appropriately.
  • Collaborate with Sales Operations or Competency Center for specialized reporting and account modifications.
  • Utilize internal software and databases to keep customer order statuses updated.

Core Competencies:

  • Build and maintain strong relationships with assigned customers.
  • Demonstrate proficiency in providing care services efficiently.
  • Identify and resolve issues proactively.
  • Exhibit strong problem-solving, communication, and customer service skills.
  • Understand service level limitations and manage care requests effectively.
  • Communicate effectively with customers to create a positive company image.
  • Organize and prioritize tasks effectively in a fast-paced environment.
  • Show initiative and the ability to multitask.
  • Possess excellent written and verbal communication skills.
  • Basic proficiency in MS Office applications is required.

Education and Experience:

  • A high school diploma or GED is required.
  • Prior experience in customer service or related fields is preferred.
  • Experience working remotely is an advantage.

Equal Opportunity Employer:

Essendant is an equal opportunity employer, committed to a diverse and inclusive workplace.

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