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Client Support Specialist
2 months ago
Customer Service Representative
Job Category: Telesales & Customer Service
Job Overview
The Customer Service Representative (CSR) plays a crucial role in managing assigned accounts by delivering outstanding service to both internal and external clients. This position primarily focuses on addressing inquiries related to orders, backorders, estimated times of arrival (ETAs), and tracking information. The CSR is expected to ensure complete resolution for every inquiry, acting as the primary contact and liaison with other departments involved in daily operations.
Key Responsibilities:
- Investigate and resolve customer issues and complaints effectively.
- Serve as a dedicated CSR agent, managing inquiries from initiation to resolution, whether through phone or email.
- Provide timely responses to all client inquiries, aiming for same-day resolution whenever feasible, and within 24 business hours in all instances.
- Ensure client satisfaction by resolving issues or escalating them as necessary, while maintaining a calm demeanor and demonstrating the company's commitment to customer care.
- Keep clients updated daily on the status of open issues until they are fully resolved.
- Process manual replenishment orders efficiently.
- Expedite orders as needed.
- Collaborate effectively within a team to achieve business objectives.
- Assist clients confidently with eCommerce inquiries related to proprietary products and ordering schedules.
- Manage multiple client inquiries simultaneously while adhering to the expected Service Level Agreement (SLA).
- Be available to work flexible hours between 7 AM and 7 PM, Monday through Friday.
- Exhibit excellent attention to detail in customer service interactions.
- Possess a positive attitude and a genuine passion for serving customers.
Qualifications:
- High School diploma or equivalent, with a minimum of 2 years of experience in a customer service role within a call center environment.
- Bachelor's degree is preferred.
- Proficient in computer applications, including MS Word, Excel, and email; experience with AS 400 and ServiceNow is a plus.
- Strong problem-solving skills with the ability to multitask and make sound decisions.
Bunzl Distribution USA is a leader in various industries, including Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety. With a robust growth trajectory, we have achieved sales exceeding $10 billion and operate over 100 warehouses across North America.
Benefits:
Bunzl Distribution offers competitive salaries, a supportive work environment, and a comprehensive benefits package, including a 401k plan with company matching.
Equal Opportunity Employer:
Bunzl Distribution is committed to fostering a diverse workplace and is an equal opportunity employer. We strive to attract and retain the best-qualified individuals without regard to race, color, religion, national origin, sex/gender, sexual orientation, age, disability, or veteran status.
