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Client Support Specialist
2 months ago
Job Location: Five-S Group
Position: Customer Service Representative
Job Type: Permanent
Location: United States
Job Overview:
This role offers comprehensive health benefits, a 6% 401(k) match, paid vacation and sick leave, 10 paid holidays, and opportunities for community service.
The Customer Service Representative (CSR) plays a crucial role in order processing and customer assistance. They aid clients by delivering essential product and order status updates through quotes and emails, addressing inquiries, and resolving customer concerns. The CSR is responsible for entering customer orders into the Fives Oracle ERP system.
The CSR collaborates with fellow agents to manage general inbound calls and makes outbound calls in a call center environment aimed at enhancing business growth, customer satisfaction, and retention.
Key Responsibilities:
- Respond to customer inquiries, clarify available services, rectify errors, provide pricing information, take orders, generate leads, and promote products and services.
- Conduct Restricted Party Screening for all inquiries and orders.
- Escalate complex customer inquiries to senior Call Center Representatives or Technical Support.
- Process domestic and international quotes and orders within the Oracle-based system.
- Ensure effective, accurate, and efficient handling of all customer requests including quotes, orders, RMAs, reschedule notices, and parts inquiries.
- Manage and process large, complex orders.
- Handle emails and faxes promptly.
- Research spare parts for customers as needed.
- Collaborate with Domestic Sales offices, European entities, and Distributors on quotes, orders, and inquiries.
- Provide support to the sales team and interact effectively with individuals at all organizational levels.
- Adhere to all company policies and safety regulations.
- Willingness to travel up to 5% with potential for additional travel.
Qualifications:
- Minimum of 2 years of experience in a customer service role.
- Experience in manufacturing customer service is preferred.
- Proficient in Microsoft Office applications (Outlook, Word, Excel).
- Prior experience with order entry and quotes.
- Familiarity with export orders and compliance is advantageous.
- High School Diploma or GED required.
Company Information:
Fives North American Combustion, Inc. - Headquarters
