Customer Service Representative

2 weeks ago


Kutztown, Pennsylvania, United States Palram Full time
Job Summary:

As a Customer Service Representative at Palram, you will be the primary point of contact for end-users with warranty claim issues related to products purchased from Home Depot. You will work closely with the Technical Support Manager to review claims and provide communication with the end-user. Your responsibilities will also include managing the 'Contact Us' inbox, responding to customer inquiries, and qualifying customer inquiries to forward them to the appropriate Business Unit Manager or Sales Representative. Additionally, you will gain an understanding of the company's products and our customers to support Inside Sales, communicate basic technical information on all products, and provide product knowledge to customers/end-users. You will also be responsible for processing orders for Account Managers and Marketing Support, as well as overseeing the Employee Order process.

Key Responsibilities:

Manage the 'Contact Us' inbox and respond to customer inquiries
Qualify customer inquiries and forward them to the appropriate Business Unit Manager or Sales Representative
Gain an understanding of the company's products and our customers to support Inside Sales
Communicate basic technical information on all products
Provide product knowledge to customers/end-users
Process orders for Account Managers and Marketing Support
Oversee the Employee Order process
Work with the Technical Support Manager to review warranty claims and provide communication with the end-user

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

A minimum of 2 years' experience in customer service
Professional phone manner and presence, as well as email etiquette
Energetic and positive attitude
Good conflict resolution skills and ability to react professionally to a diverse range of complex problems and potentially frustrating customer issues
Strong multi-tasking skills
Detail-oriented with problem-solving abilities
Solid basic math skills and analytical skills
Punctual and strong work ethic
Ability to work well with others in a team approach
Computer skills to include an excellent working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ability to adapt to internal ERP systems (SAP custom programming)
Excellent communication and organizational skills
Strong written communication skills

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