JOB DESCRIPTION

Main Job Duties and Responsibilities

• Answering and placing 50 phone calls daily with new and existing B2B customers.
• Making outbound calls in a timely manner
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Sending and responding to e-mail inquiries regarding an order, quote request or general inquiry via phone, email or chat.
• Communicating by e-mail, chat or other means with our overseas sales and sourcing team during pre-production, production and delivery process.
• Updating call sheets and inquiry logs on a daily/weekly basis.
• Keeping detailed records of customer interactions in Excel and ERP.
• Communicating and coordinating with colleagues as necessary.
• Light shipping knowledge – sending samples, company literature, marketing kits and other items to clients via carriers like Fedex or UPS.
• Registering new customers on the website and sending follow-up emails and calls.
• Taking order information and helping customers pick or choose products from the company catalog
• Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Place outbound calls to current customers to determine their satisfaction as well as receive customer suggestions.
• Make outbound customer calls to new clients to promote and sell a product.
• Follow-up with customer leads or previous customers
• Other office duties on occasion as needed
• Follow communication procedures, guidelines and policies

Requirements:

• 4 years experience in B2B Customer Support role
• Bachelor's degree
• Strong proficiency with MS Word, Excel, Outlook (e-mail)
• Good problem-solving skills and ability to find answers through the web or other means
• Strong, accurate communications skills – verbal and written
• Ability to handle stressful calls or situations on occasion
• Internet proficiency
• Professional demeanor in communications and job responsibilities at all times
• Strong phone contact handling skills and active listening
• Customer prioritization and ability to adapt/respond to different types of situations
• Ability to multi-task, prioritize, and manage time effectively
• Multi-Line Phone Skills

The job is representative of the duties and responsibilities of the position but may not be inclusive of every aspect of the position.

Compensation: Hourly, DOE, Starting is $19/hr
Job Type: Full-time
Work Remote: No

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• Health insurance

Experience level:

• 4 years

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Customer Service: 3 years (Required)

Work Location: In person