Description

Tempt to perm opportunity

Job Summary:

This position is responsible for serving our customer needs with a sense of urgency, ensuring follow-up and resolution to build and strengthen customer relationships. This person is expected to learn and maintain product knowledge and collaborate across the organization to provide accurate and timely information to ensure customer satisfaction. Responsibilities include answering phones, entering orders via internal ERP system, assisting walk-in customers, and fulfilling orders. Ideally this person works closely with the Sales Account Manager to understand local customer accounts, anticipate issues and proactively discuss additional. Strong collaboration between sales and HQ customer service team is required.

Primary Responsibilities: 

• Confer with customers via telephone, email or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details about complaints or direct calls as necessary.
• Answer phones in a professional and timely manner. 
• Keep records of customer interactions or transactions, recording details of inquiries, comments, complaints, as well as actions taken.
• Follow up to ensure appropriate actions were taken to resolve customer’s requests/issues. 
• Assist customers by discussing need, evaluating product placement, advising on how new/existing products address those needs.
• Understand all products and related features with ability to emphasize product features based on analysis of customer’s needs and knowledge of product capabilities and limitations.
• Responsible for collaborating with sales to manage specific accounts, gathering additional information on buying habits, and strategizing how to best serve business needs.
• Work as an extension of sales team with accounts to establish point of contact and build long term rapport.
• Enter/process sales orders, RMAs and other Customer Service related transactions into Epicor ERP system, according to internal processes and procedures.
• Maintaining accurate and timely customer information in Epicor ERP software.
• Works as a team and relay important information to peers and Management as needed.
• Offers ideas and suggests solutions to sales and management to make work more efficient, productive and enjoyable.
• Administrative tasks and work orders are performed and completed accurately. 

Requirements

Education/Experience Required:

Candidate must have 2-5 years customer service experience assisting customer from start to finish with order processing. 

Specific Skills:

• Must be proficient in Microsoft Outlook, Word and Excel.
• Experience working with a customer management and order processing system such as Microsoft Great Plains, Oracle, Epicor, etc. strongly preferred.
• Experience with Epicor 9 or 10 ERP software is a plus.
• Attention to detail, ability to multi-task in a busy and ever changing environment required. 
• Professional demeanor required. This is the first person customers interact with when entering facility.
• Must have ability to maintain composure while multi-tasking between walk-in customers and answering phones. 
• This is a small facility, so reliability is critical.
• Must be able to successfully pass background check upon hire.

Must be detail-oriented, adaptable, open to change, and customer-focused. Spruce values integrity and honesty as core company values and looks for each member of its team to resolve issues diplomatically, professionally, while maintaining composure. This is a fast paced work environment where effective time management, strong communication skills and conflict management skills are required.

Spruce Environmental Technologies, Inc reserves the right to change, modify and/or assign additional duties as needed at the sole discretion of Management.