What are the responsibilities and job description for the Customer Service Rep II position at TalentBurst, Inc.?
Customer Service Rep IISan Diego, CA4 MONTHSResponsibilities:Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.Enter and accurately process a high volume of daily orders (150–200 daily).Initiate customer contact via phone and/or email communication on an as-needed basis to verify order information.Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.Responsible for the electronic processing and exception handling of electronic orders in the system.Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; identify and solve any potential roadblocks that could affect those goals.Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.Run reports generating order-entry snapshots to keep the team informed on daily progress and trending versus goals.Be an agent of change – listen to ideas, share thoughts, and work together to implement process improvements.Escalate customer issues to management.Provide ongoing data-entry support to the Customer Care Department on an as-needed basis.Assist Associate Customer Service Representatives with addressing customer expectations.Identify any discrepancies or potential obstacles that could impact on-time delivery and effectively communicate with the customer for timely resolution.Be the subject-matter expert on the intricacies and fulfillment criteria of multiple ordering platforms.Be familiar with the specific customer needs for various public and private research institutions.Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders, and invoices.Maintain a professional level of privacy regarding confidential customer information.Actively participate in daily department meetings, owning metrics and providing thoughtful insights and solutions to challenges.Become eligible to serve as a Qualified Trainer for the team.Other projects or responsibilities as may be required.Skills:2–3 years of applicable customer service experience2–3 years of experience entering a high volume of data or orders (150–200 daily)2 years of experience with Enterprise Resource Planning (ERP) systems2 years of experience with Customer Relationship Management (CRM) systemsProficient knowledge of ERP systemsProficient knowledge of CRM systemsProficient experience with EDI order processingExperience with multiple order source platformsA desire to enact change and strive for innovationProficiency with 10-keyStrong computer skills; minimum intermediate proficiency with MS Office programsAbility to work in a dynamic, fast-paced environmentIndependent self-starter who strives to meet and exceed goalsStrong attention to detail – accuracy is essentialProven excellent verbal/written communicationProven track record of de-escalating customer issues with sympathy and empathyEducation:Bachelor's Degree or equivalent combination of education and experience#TB_PH#ZRCompany DescriptionFounded in 2002 by three former Monster.com executives; TalentBurst is an award-winning full-service Staffing Firm working directly with Fortune 500 companies in the US and Canada. We specialize in Contract and Contract to Permanent roles across many industries and have direct/contractual relationships with all our clients. Please visit our website www.talentburst.com or come meet us at our offices in Natick, MA, Miami, FL, Christiansburg, VA, Vineland, NJ, Houston, TX & downtown San Francisco, CA
Salary : $17 - $23