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Customer Service Representative

2 months ago

Atlanta, Georgia, United States inSync Staffing Full time
Job Description

Job Title: Customer Service Representative

Job Summary:

InSync Staffing is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service and support to our clients. You will be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring customer satisfaction.

Key Responsibilities:

  • Provide dedicated support to customers and business partners by processing orders and inquiries.
  • Research and resolve issues for customers and business partners using order management systems based on established service level agreements.
  • Manage customer orders, creating orders as needed to meet customer requested arrival dates while minimizing cost to serve.
  • Work with appropriate stakeholders in sales, brokers, and product supply systems to resolve issues and provide resolution to customers.
  • Evaluate credit requests from customers for damaged and defective cartridges, and issue credits accordingly.
  • Evaluate customer expedite requests, determine the most cost-effective method of delivery to meet customer needs, and work with distributors to arrange hot shots.
  • Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
  • Resolve MyCoke customers' order issues.
  • Recognize trends with customers' orders and issues, evaluate, suggest, and work with manager to reduce customer order issues.
  • Recommend systems and process improvements for product order management.
  • Assist product order management with special projects as needed.

Key Skills:

  • Strong customer service, problem-solving, issue resolution, and communication skills.
  • Building collaborative relationships with product supply system operational staff.
  • Knowledge of CCNA PSS, Order Management, and Customer Services processes and systems.
  • Sense of urgency, detail-oriented, and able to provide clear and thorough documentation in the inquiry database.
  • Ability to operate independently with minimal daily supervision.
  • Express ideas precisely, persuasively, and effectively; listens and responds appropriately to customers and coworkers at all levels of management.
  • Commitment to and passion for continuous improvement.

Systems Used:

  • SAP
  • Inquiry Database
  • Excel and Pivot Tables
  • SharePoint Knowledge Management
  • Genesys
  • FET Sales Force
  • MS Teams
  • MyCoke

Benefits:

  • Health insurance
  • Health savings account
  • Dental insurance
  • Vision insurance
  • Flexible spending accounts
  • Life insurance
  • Retirement plan

Equal Employment Opportunity:

InSync Staffing is an equal employment opportunity employer and welcomes applications from diverse candidates. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.