Purpose:
The Customer Operations Specialist has primary responsibilities to our distribution customers. They manage all activity for our distribution channel, including order entry and customer support. As a member of the customer relations team, they ensure all customer phone calls are addressed and document customer feedback.
Responsibilities:
Customer Support
The Customer Operations Specialist is responsible for supporting the sales order cycle of our customers.
- Evaluate the needs of the user and recommend the correct product for their application
- Process customer orders accurately and efficiently
- Respond to customer inquiries via phone, email, and chat
- Prepare, document, negotiate, and follow up on the terms and conditions of the sale for all customer purchase order
- Assist with and work through customer disputes promptly and professionally
- Follow-up with website leads
- Organize and process any report needs for account managers
- Attract and refer new customers and pass on all appropriate leads to the proper account manager or distributor
- Follow-up on any new lead open cases as needed
- Assist in identifying new product ideas
- Keep informed on current events in the POS market including product, install partners, and people through trade show attendance and continued education
- Manage the Web order process
- Performs other duties as required
Quality Management
The Customer Operations Specialist is responsible for maintaining the highest possible level of quality in all aspects of their job.
- Maintain processes according to our ISO procedures
- Continually learn about new products and how they can be applied
- Attend appropriate training offered by apg
- Log and follow up on customer feedback
Fiscal Responsibility
The Customer Operations Specialist is responsible for financial controls relevant to the customer purchase order process.
- Assist in tracking product margins and advise in raising prices when appropriate
- Keep track of PO termination dates and ensure timely placement of POs
- Sell add-on accessories when possible and appropriate
Knowledge, Skills, and Abilities:
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills with the ability to handle customer inquiries effectively
- Excellent organizational skills with exceptional attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite, including MS Word, PowerPoint, and Excel
- Experience using ERP or CRM systems
- Understanding of supply chain principles and logistics operations
- Data analysis and problem-solving skills
- Being energetic and well-spoken
- Great emotional intelligence
- Being an active listener
- Good critical thinking skills
- Being knowledgeable about products or services
- Knowledge of USPS, FedEx, UPS, carrier, and other delivery services
Qualifications:
- Bachelor’s Degree preferred
- 2-5 years of experience or equivalent combination of education and work experience preferred
- Experience working in an ISO-certified environment
- Proficient in CRM systems (e.g., Salesforce) and Microsoft Office Suite
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Ability to Commute:
- Minneapolis, MN 55421 (Preferred)
Work Location: In person
