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Customer Support Associate

2 months ago

Cleveland, Ohio, United States Theatre Technology, Inc. Full time

Customer Service Representative

Job Type: Full Time

Location: Remote or various locations

Overview: The Customer Service Representative plays a vital role in our organization, focusing on fostering and maintaining relationships with our valued clients. This position is essential for managing e-commerce transactions and ensuring a seamless customer experience.

Key Responsibilities:

  1. Engage with clients through various communication channels to ascertain their needs and provide tailored solutions.
  2. Process orders, inquiries, and requests for quotes efficiently, ensuring accuracy and timeliness.
  3. Direct clients to the appropriate departments or personnel for specialized assistance, following up to guarantee satisfactory resolutions.
  4. Maintain accurate records of sales orders, purchase orders, and shipping information.
  5. Monitor the status of orders and proactively communicate any potential delays or issues to clients.
  6. Assist external sales teams by managing order processing and vendor communications.
  7. Follow up with clients regarding outstanding quotes or prolonged periods without orders.
  8. Ensure the accuracy of client contact information in the company database, addressing any discrepancies with relevant departments.
  9. Provide support to walk-in clients as necessary.
  10. Collaborate with the Inside Sales Manager to uphold standard inventory levels.
  11. Prepare orders for shipment, including generating picking sheets and managing packaging.
  12. Coordinate with external vendors for demonstrations and supplies.
  13. Support the company at trade shows and marketing events.
  14. Perform additional tasks as assigned.

Supervisory Responsibilities: This position does not include supervisory duties.

Qualifications:

  1. A degree in Technical Theatre or a related field is preferred.
  2. Strong written and verbal communication skills are essential.
  3. Exceptional customer service abilities are required.
  4. Organizational skills with a focus on accuracy and promptness in documentation are necessary.
  5. Ability to pass a drug screening is mandatory.
  6. Familiarity with lighting systems and their applications is highly desirable.
  7. Experience with lighting control equipment is preferred.
  8. Knowledge of Freshdesk and Quickbooks is advantageous but not essential.

Core Values:

  • Integrity in all actions
  • Accountability for responsibilities
  • Commitment to customer satisfaction
  • Innovative problem-solving

The mission of Theatre Technology, Inc. is to cultivate lifelong customer relationships while delivering cutting-edge entertainment technology solutions.