Customer Service Representative

5 days ago

Coral Springs, Florida, United States ABB OPTICAL GROUP Full time
Job Summary

We are seeking a highly skilled Customer Service / Order Entry Representative to join our team at ABB Optical Group. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers, processing orders accurately, and resolving customer inquiries in a timely and professional manner.

Key Responsibilities
  • Answer inbound calls and emails, enter customer orders, and make outbound calls as necessary
  • Process various types of optical product orders within the designated deadlines
  • Place orders accurately into the designated ordering system
  • Provide order status, shipping information, and associated fee structure to customers as needed
  • Research internal and external customer inquiries and provide problem resolution using the most up-to-date information, technology, and resources regarding orders
  • Communicate and coordinate with internal departments to ensure the timeliness of orders
  • Effectively troubleshoot and provide resolution support for customer issues in a timely fashion
  • Comply with the Attendance Policy and adhere to established department goals and guidelines
  • Maintain accurate records of customer interactions and transactions
  • Assist customers with processing their orders and general product knowledge
  • Provide individualized customer service with high-quality and professional standards
  • Route calls to the appropriate resources when needed
  • Participate in ongoing department training and assessment programs
  • Keep reference guides organized and current
  • Meet or exceed all key performance metrics set by the department
  • Report inconsistencies and inefficiencies, and escalate issues to management
  • Actively participate in team discussions; provide feedback to improve the work environment
  • Participate in department and company activities
  • Provide assistance to other Associates and departments as needed
  • Maintain a clean and organized work area
Requirements
  • High school diploma or equivalent
  • Requires PC proficiency in a Windows-based environment with the ability to use search tools, browsers, and email features
  • Requires proficiency with MS Office applications (Excel, Word)
  • Excellent written and oral communication skills with the ability to convey information clearly and effectively
  • Ability to resolve customer conflict issues in a tactful and professional manner
  • Ability to multi-task and utilize multiple systems while performing on the job
  • Ability to adapt to change and unexpected demands of the business
Preferred Qualifications
  • Bachelor's Degree
  • Prior work experience in an inbound call center environment or customer service experience
  • Proficiency with MS Outlook

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