Customer Service Representative
1 month ago
Description:
OVERVIEW: The primary purpose and function of this position is to support our client's B2B customer base, outside sales representatives and senior management.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Field incoming customer calls.
•Provide complete, professional responses to internal / external customer inquiries.
•Enter, modify, and expedite customer transactions in ERP system (quotes, orders, RMAs).
•Handle incoming (walk-in) customer requests. Demonstrate products.
•Identify root cause of issues identified from customer inquiries and work with appropriate teams to address.
•Communicate any product/promotional updates to customers.
•Provide product support and education to existing dealers.
•Assists in the shipping and tracking of all orders that leave the warehouse.
•Assist customers in review, paperwork, and scheduling of product repair.
•Manage product via the loaner program; shipping and return of equipment.
•Generate and qualify leads.
•Fulfill requests for literature from dealers, sales reps and customers.
•Maintain and expand current customer database.
•Execute direct mail/email campaigns; provide follow-up.
•Provide input to assist with on-going product development and improvement
•Additional duties as requested or required.
Skills & Qualifications:
- Comfortable with the Microsoft Office suite
- Good communication skills
- Previous customer service experience
COMPETENCIES:
•Ability to manage difficult or emotional customer situations.
•Solicits customer feedback to improve service.
•Listens to others without interrupting / seek clarification as needed.
•Speak clearly and persuasively in positive or negative situations.
•Good grammar and spelling skills.
•Ability to construct concise professional responses to customers through all channels of communication.
•Able to read and interpret written information.
•Demonstrate knowledge of company products, their application, use, features, benefits etc.
•Works with integrity and ethically.
•Is consistently at work and on time.
•Treats others with respect and consideration, regardless of their status or position
•Follows through on commitments
•Demonstrates accuracy and thoroughness
•Meets productivity standards
LANGUAGE SKILLS:
•Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Bi-Lingual in Spanish is preferred.
EDUCATION, EXPERIENCE & TRAINING:
•Bachelor’s Degree ( / from a four year college or university; 2 years related experience in marketing, sales support & customer service; or equivalent combination of education and experience.
COMPUTER SKILLS:
•Proficiency in Microsoft Word, Excel, PowerPoint and Outlook is required. Proficiency in Microsoft Dynamics (AX12) ERP or other ERP systems preferred.
PHYSICAL DEMANDS:
The employee may occasionally stand, walk, stoop, kneel or crouch during shift. Employee will be required to regularly sit, use hand to finger, handle, feel and reach with hands and arms.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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