Customer Service Representative
2 weeks ago
MID-WEST WHOLESALE HARDWARE INC is seeking a highly skilled and detail-oriented Will Call Support Specialist to join our team. As a key member of our customer service team, you will be responsible for efficiently processing returns and credits, ensuring an exceptional experience for all customers.
Key Responsibilities- Respond to customer inquiries and resolve issues in a timely and professional manner.
- Process returns and credit requests, including order entry for replacements, and communicate with vendors and warehouse teams as necessary.
- Check stock availability, track order and delivery status, and maintain accurate records.
- Partner with suppliers to process direct returns to factory and issue credits as outlined by company procedures.
- Utilize required systems, including P21 and Salesforce, to process returns and credits and maintain accurate records.
- Service incoming customers with their various needs, including processing orders and returns and handling cases from work queues.
- Manage cases as assigned in Salesforce, including RMAs and credits, and respond to customer inquiries.
- Work closely with Contact Center teams to complete customer credit and return requests, generate replacement orders, and provide order status information.
- Communicate with other departments within MID-WEST WHOLESALE HARDWARE INC as needed to answer questions and resolve customer issues.
- High School diploma or GED required; Associate degree or bachelor's degree preferred.
- 3-5 years' experience in customer service, preferably in the distribution industry.
- Customer Focus: Ability to build strong customer relationships and deliver customer-centric solutions.
- Interpersonal Skills: Ability to interact, communicate, and build relationships with others.
- Verbal and written communication skills: Ability to clearly articulate and convey information and ideas in speaking and writing.
- Empathy: Ability to take an active interest in the concerns of others and ensure customer needs are met.
- Professionalism: Professional and pleasant speaking and writing manner via telephone, email, and in person.
- Technical Learning Capability: Proficient with or the ability to quickly learn an array of computer hardware and software.
Work Schedule: 8:00am to 5:00pm with 1 hour for lunch
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