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Customer Support Specialist II
2 months ago
Company Overview:
At SiteOne, we prioritize our customers, uphold safety standards, strive for continuous improvement, and foster a fun work environment. Whether you are seasoned in the green industry, seeking a career transition, or a recent graduate or veteran entering the workforce, we believe you will discover opportunities and rewards with SiteOne.
SiteOne Landscape Supply stands as the largest and sole national wholesale distributor of landscaping products across the United States and Canada. With over 700 branches, we provide an extensive range of products, including irrigation supplies, fertilizers, control products, nursery items, hardscapes, landscape lighting, drainage solutions, erosion control products, tools, and various landscaping accessories.
Position Overview:The Customer Service Representative (Distribution Center) serves as a vital point of contact for stores, ensuring the quality and accuracy of orders and transfers.
Key Responsibilities:
- Execute all duties associated with Customer Support I.
- Demonstrate proficient knowledge of relevant software applications: OKTA, Hybris, UE, Sendgrid, Fullstory.
- Train new employees on the use of OKTA, Hybris, UE, Sendgrid, and ServiceNow.
- Manage internal relationships with IT regarding upgrades, new programs, and testing.
- Conduct quality assurance for Partner Points customers, including Nextlevel access.
- Oversee and train on the Bectran Credit Process, processing accounts through this system.
- Respond to all inquiries received via our Qualtranics and Delightful systems.
- Act as a liaison between customers and IT for system bugs, requests, and improvement suggestions (JIRA).
- Encourage repeat business by delivering exceptional service, training, and knowledge to customers, while building strong relationships.
- Meet or exceed productivity standards for efficiency, schedule adherence, quality, and attendance, completing tasks accurately amidst a heavy workload.
- Provide training to branch locations.
- Collaborate with National Accounts to process orders and manage accounts.
- Resolve escalated issues related to customer and branch tickets.
- Possess the knowledge to address 95% of all inquiries received.
- Take ownership of the remaining 5% of inquiries, seeking necessary support for resolution.
- 3-5 years of experience in customer service or retail sales is preferred.
- 3-5 years of product knowledge specific to SiteOne.
- A strong customer service mindset.
- Willingness to create customer support training videos and engage in video communication with customers.
- Excellent communication skills are essential.
- Able to train customers effectively.
- High school diploma or equivalent is required.
Benefits:
- Medical, Dental, and Vision plans.
- Paid Time Off and Paid Holidays.
- Competitive Compensation.
- 401k plan with company match.
- Company-paid life insurance, Short-Term Disability, and Long-Term Disability Insurance.
- Product Discounts.
- Tuition Reimbursement.
- Opportunities for Advancement.
Equal Employment Opportunity:
SiteOne Landscape Supply is dedicated to providing equal employment opportunities for all associates and applicants. All employment decisions, including hiring, promotion, transfers, benefits, compensation, placement, and termination, will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law.
