Description:
Job Summary
Responsible for coordinating and performing numerous customer service functions for specific assigned customers efficiently, resulting in excellent customer service. This position requires a flexible work schedule of 40 hours per week, which may include Saturday hours of 9:30 a.m. - 6 p.m.
Job Duties
- Achieves level-specific expectations of productivity and accuracy, while processing customer requests such as:
- Entry of multiple order types (initial, remake, repair parts etc.)
- Change/cancel/Out of Spec requests and order statuses
- Issuing credits (85%)
- Responsible for maintaining current product/account/systems knowledge in order to perform tasks in compliance with standard procedures. (10%)
- Complete other related duties as assigned by Supervisor. (5%)
The annual base/hourly wage for this position is reasonably expected to be $17.50 an hour. Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate.
This position is eligible for an annual bonus as well of up to 5%.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan with up to 5% company match of eligible contributions, life insurance, long-term disability insurance, short-term disability insurance, paid sick time at an amount that meets or exceeds all local requirements, paid vacation time (pro-rated for the current year based on start date), paid holidays per year, and one paid volunteer day off per year.
Requirements:
Education and Experience
- High School Diploma required
- Minimum of one year combined customer service experience and/or related education
- Personal computer experience
Knowledge, Skills, and Abilities
- Excellent communication skills (written, oral, listening, approachable)
- Computer skills meet processing requirements - 30 WPM, and ability to perform basic functions independently
- Enthusiasm in serving as customer's primary point of contact and "owning" customer challenges from start to finish
- Emerging ability to exercise personal judgement in delivering superior customer service - Level of Authority up to $250.00 per order.
- Capability/willingness to seek guidance and/or escalate concerns/improvement opportunities
- Identifies growth opportunities in personal performance and shows comfort level in taking initiative to pursue excellence.
- Utilizes established processes/procedures efficiently in daily work flows
- Develop and maintain knowledge of SWF team structure, roles, and responsibilities to facilitate communication flow
- Commitment to regular use of SWF tools to ensure product/account/systems knowledge remains current
Physical Requirements
- Work conditions are normal for an office environment.
