Position Description:

• Communicate with our business (B2B) and direct/ecommerce (B2C) customers in a call center environment through phone calls, emails, and chat.
• Act as partner to and support assigned sales representatives working in the field.
• Provide individualized customer service of a high standard professional level.
• Prepare reporting, such as open orders reports, for customers and provide work proactively and reactively with the customer to provide solutions to outstanding order needs.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Assist customers with order troubleshooting, problems, and product questions.
• Self-starter with a sense of urgency.
• Always strive for first contact resolution for customers and when possible provide a final resolution within 24 hours.
• Must be customer centric - proactive in their work, anticipating their customers’ needs and when required, can manage ongoing issues requiring follow-up with customers.
• Demonstrate patience in all customer contact situations, showing courtesy and strong customer service orientation.
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• CRM
• Provide data entry, administrative support, and team assistance as needed.
• Ability to work as part of a cross functional team and interact effectively with others

Required Knowledge, Skills and Abilities:

• Experience in written/email/chat Ecommerce customer service
• Strong computer navigation skills and PC Knowledge (5 years’ experience).
• Strong Microsoft Excel skills (5 years’ experience)
• Exceptional verbal and written communication skills
• Strong data entry skills

Job Requirements:

• Individual must possess a high school diploma or GED equivalent
• College or some college preferred
• 5 years experience in customer service