SUMMARY

TSC IIIs act as a liaison between customers and the rest of Banner Solutions by processing the most complex orders and returns, providing comprehensive product information to customers and resolving challenging customer issues and questions. TSCs are the first point of contact for many Banner customers, so they must demonstrate a positive attitude, customer-centric mentality, and clear communication skills.

DESCRIPTION

Complex Order and Returns Processing

• Conduct order processing when the customer needs help determining what to order

• Use extensive product and customer knowledge to recommend Banner products to customers

• Escalate calls to Product Support Specialist appropriately when customer requires deeper product knowledge

• Process complex returns and issue credit to customer

o Process RMAs to customers

o Request factory RMAs

o Research warehouse error RMAs, stock checks

• Process complex customer payments with orders

o Track shipments, expedite supplier shipments when necessary

o Provide ship dates to customers

• Work with Banner accounts payable department, factory warehouses, vendors, etc. to resolve customer issues, and process orders and returns

• Resolve customer needs quickly

• Qualify inbound leads

• Provide guidance and mentorship to TSC I and TSC II

• Escalate pre-defined administrative task to administrative support team members

Customer Relationship Building

• Act as a liaison between the customer and the rest of Banner Solutions

• Create a positive experience as the first point of contact for many customers

• Respond to inbound customer questions and issues via email, phone call, EDI (website) and other channels as they are received

• Recommend potential product and service offerings by collecting customer info and analyzing customer needs

• Provide customers with comprehensive product information, answer questions and resolve issues related to Banner products and services

• Assist with transactions and customer service needs as needed at Will Call locations

• Respond to customers' or shippers' questions and complaints regarding products or customer service

Maintain Customer Data

• Update customer account information

• Document customer interactions

• Report out on metrics required by supervisor

QUALIFICATIONS

• High School diploma or GED required

• Associate degree or bachelor’s degree preferred

• 3 years’ experience in customer service in the locks and door hardware industry