POSITION SUMMARY:

The primary role and responsibility of YELLOW JACKET® Customer Service Representatives is to promptly and efficiently support our internal and external customers by processing order, service, and return requests. The individual in this role professionally promotes our products and educates customers on processing, pricing, and availability. The majority of time in these roles will be spent communicating via phone and email.

RESPONSIBILITIES/DUTIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer, respond, and transfer calls professionally and efficiently using a multi-line Polycom phone system; occasional use of paging function
• Enforce front desk and visitor sign in procedures
• Paperless data entry of orders, service repairs, and returns with greater than 90% accuracy into Syteline (Enterprise Resource Planning software)
• Advise customers on product pricing and availability including potential delays
• Educate customers on our warranty policies
• Respond to invoice inquiries, redirecting internally as necessary
• Identify, research, and resolve customer issues
• Other duties as assigned including helping in other departments as needed to complete organizational objectives

HOURS:

This is a part-time 24-30 hours per week role working (4 days per week) Monday – Thursday between the hours of 7:00am and 5:00pm. Occasionally longer hours may be required. Potential for occasional overtime and Saturdays.

REQUIRED EDUCATION/EXPERIENCE:

• High school diploma or equivalent
• Minimum of 3 years of customer service related experience
• Computer proficiency with intermediate knowledge of Microsoft Word and Excel
• Proficiency in reading, writing, and speaking English

PREFERRED EDUCATION/EXPERIENCE:

• International shipping experience

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

• Exceptional data entry speed and accuracy including 10-key
• Ability to communicate in a professional manner by both telephone and email and retain professionalism while working in occasional demanding and/or stressful situations
• Ability to handle multiple projects simultaneously
• Strong organizational and listening skills
• Exceptional experience in effective business communications, including grammar and phone/email etiquette
• Must be highly self-motivated, work with minimal supervision able to perform multiple tasks in a fast-paced environment

PHYSICAL REQUIREMENTS (Lifting, Bending, Stretching, etc.)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Uses traditional office equipment such keyboard, mouse, computer, photocopier, etc.
• Vision required to inspect products and documents in detail
• Occasionally required to reach with hands and arms, and to stoop, kneel, or crouch to file documents and store materials
• Must occasionally lift and/or move up to 25 pounds

WORK ENVIRONMENT:

The performance of this is primarily in an office environment, but may occasionally require exposure to the manufacturing areas where certain areas require the use of personal protective equipment, may work near moving equipment, and exposed to dust, odors, oil, fumes, and noise.