Customer Service Representative

4 weeks ago

Saint Paul, Minnesota, United States Volt Full time
Job Summary

Volt is seeking a highly skilled Customer Service Representative to join our team in Maplewood, MN. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring a positive experience.

Key Responsibilities
  • Act as the primary liaison between Volt and our customers, handling order entry, order status, product information inquiries, complaints, pricing, shipping, and inventory requests and issues.
  • Communicate clearly and professionally with external customers and internal personnel by telephone and/or written correspondence.
  • Manage worklists, including raising internal tickets to address issues/concerns with order management, shipping/tracking, product inquiries, and pricing/invoicing.
  • Systematically solve problems related to material information records and master data monitoring.
  • Communicate and work with price change activity, review order reports, and communicate with customers and internal teams.
  • Educate and inform customers about various processes and direct them to appropriate resources.
  • Manage the customer order process from entry to delivery.
  • Develop and lead improvements and/or solutions to work processes and tools.
  • Handle non-routine and difficult inquiries, adapting techniques and methods to develop solutions for complex issues.
  • Resolve non-routine and difficult customer complaints and ensure response to product and service inquiries.
  • Handle internal and external inquiries, claims, and complaints, interpret policies and regulations, investigate problems, and communicate with other departments and providers to research and resolve issues.
  • Improve customer satisfaction by identifying patterns of problems and barriers to solutions, providing insight to resolve problems.
  • Participate in and maintain a quality service culture within the Customer Account Management Team.
  • Participate in Business Division/Supply Chain meetings and reviews to discuss customer accounts, ongoing issues, and areas of need.
  • May provide training to new employees and other members of work groups, develop and lead cross-functional business teams, and act as a project liaison.
Requirements
  • Bachelor's degree or higher and two (2) years of experience engaging, servicing, or selling to customers, clients, and/or a direct experience in a Customer Services role in a private, public, or government environment.
  • High school diploma/GED and six (6) years of experience engaging, servicing, or selling to customers, clients, and/or a direct experience in a Customer Services role in a private, public, or government environment.
  • Ability to problem-solve without supervision.
  • Able to think outside the box.
  • Able to use multiple resources to gather data/information.
  • Proactive mindset in communication both with customers and internal areas.
  • Proactive workload management: follow up, response, clarification inquiries, helping team.
  • Quick learner (in a remote environment).
  • SAP system experience is preferred.
  • Knowledge or experience within Customer Services role and responsibilities.
  • Experienced with cross-functional project leadership preferred.
  • Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers.
  • Ability to resolve conflicts effectively and take the initiative to resolve issues before they become problems.
  • Ability to follow through with commitments and show concern for the needs of others.
  • Excellent oral and written communication, including presentation skills.
  • Clear and conceptual thinking ability; excellent judgment and discretion.
  • Prefer to stay busy with a full workload and enjoy meeting challenges.
  • Ability to handle work-related stress; handle multiple priorities simultaneously; and meet deadlines.

Pay Rate: $20.00 - $24.00 per hour. *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.*

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