Customer Service Support Level 2

1 day ago

Houston, Texas, United States hiretalent Full-time

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Summary:

Under general supervision, edit, analyze, and interpret moderately complex incoming orders for a wide scope of product lines from customers, sales representatives, and distributors to clarify terminology or supply missing information.
Check pricing, inventory stock, and discounts, customer information and location, shipping instructions, etc.
Coordinate pricing of special items with job quotes.
Clarify order information or correct discrepancies as needed.
Maintain all required records regarding price, discounts, product information, etc.

Additional Duties and Responsibilities:

Determines and schedules orders according to urgency.
Order entry.
Contacts outside sales force and/or customers to resolve questions, pricing, or missing data on orders.
Resolve customer complaints and issues via phone, email.
Reach out to customers to verify and update account information.
Taking customer calls for US and Canada thru Call Center.
Greet customers warmly and ascertain problems or reason for calling.
Assist with placement of orders, cancelling orders, return requests and/or warranties issues.
Suggest solutions when a product is out of stock – substitutions.
Attempt to persuade customer to reconsider cancellation.
Assist customers on how to use B2B portals.
Work with MPR Controllers and/or Shipping to make sure we meet the customer's demand.
Issue RMAs.
Back-up for Canada Customer Care.
Other duties as assigned by the Customer Service Manager.

Qualifications:

Applicant must have computer aptitude and basic knowledge of Microsoft Office, strong typing skills, good communication skills, detail oriented, and ability to work well with others.
Must portray a positive and energetic attitude when dealing with customers.
Hands-on experience in reviewing, updating, or making changes to customer accounts.
Able to handle returns and complaints effectively.
Proven ability to determine answers and solutions quickly.
Proven ability to work in face pace environment.

Desired Qualifications:

Skills:

Typically requires no previous related experience. Applies acquired job skills and policies and procedures to complete assigned tasks.

Education: