Customer Service Representative

1 day ago

Sunnyvale, California, United States R.S. Hughes Full time
About R.S. Hughes Company, Inc.

R.S. Hughes Company, Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

Job Description

The Customer Care Representative will be responsible for handling a high-volume of phone inquiries from R.S. Hughes B2B customers and Outside Sales Reps, regarding pricing, availability, and delivery logistics. This position will manage orders to include order entry, backlog management, and leverage all available resources to meet customer expectations while creating a positive customer experience.

Key Responsibilities:
  • Guide and process customer orders and inquiries in a fast-paced environment using world-class technology.
  • Provide internal support to assigned Sales Representatives regarding any customer problems, complaints, or requests.
  • Solve customer problems and find best possible solutions.
  • Help customers navigate RS Hughes' website and place orders online.
  • Handle complaints within established guidelines and initiate appropriate follow-up and response.
  • Track orders/trace deliveries that customers have not received to determine status of order and expected time arrival.
  • Assist customers with returned goods; write up returned goods authorizations for returning merchandise.
  • Provide knowledgeable answers to questions about products, pricing, and availability.
  • Respond to shipping inquiries and answer order status questions.
  • Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
  • Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status.
  • Coordinates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.
  • Provide attention to detail while also multitasking to complete the assignments.
Requirements:
  • High School Diploma or GED equivalent.
  • Minimum of 2 years of experience in product-based, Business to Business customer service or phone-based support Required.
  • Minimum of 1 year experience of data entry required.
Skills:
  • Must be local market based with full US work eligibility.
  • Excellent verbal and written communication skills.
  • Excellent data entry skills.
  • Results driven.
  • Detailed oriented.
  • Strong problem-solving skills.
  • Ability to work independently with limited supervision.
  • Strong computer and organizational skills.

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