Contact Center CS Associate

ESSENTIAL FUNCTIONS

• Utilize Salesforce.com as the primary tool to manage assigned Support queue; answer email inquiries from customers in a timely manner and provide information as needed.
• • Process no charge orders and / or credits in ERP system in a timely manner, in conjunction with creating/maintaining corresponding claim cases in Salesforce.com.
• • Utilize phone system software regularly to accurately track availability throughout the day in order to handle customer phone calls.
• • Process samples and literature fulfillment requests as requested.
• • Maintains professional interaction with customers to ensure overall customer satisfaction.
• • Answers questions from customers and provides information as needed.
• • Process samples and literature fulfillment requests.
• • Maintain up to date knowledge of products and programs.
• • Provide timely feedback to the Customer Service Manager regarding product failures or customer concerns.
• • Refer unresolved customer grievances to the Customer Service Manager for further investigation and resolution.
• • Assist the Senior Customer Service Representative in administrative functions related to claims processing.
• • Assist with order entry duties as needed including but not limited to; order verification, confirmation processing, and updating
• shipping calendars.
• • Assist/perform miscellaneous administrative duties as needed for Sales and Service Management Team.
• • Performs other assignments as directed.

SKILLS & ABILITIES

Education: High School Graduate or General Education Degree (GED): Required

Experience: 3 plus years of experience

Computer Skills: Must be proficient in Microsoft Office applications. ERP System knowledge is required.

Competency Statement(s)

• Adaptability/Flexibility - Being open to change (positive or negative) and to considerable variety in the workplace. Ability to

quickly and accurately grasp the essentials of a variety of business disciplines in order to provide improvements to the

processes they entail.

• Attention to Detail - Being meticulous about detail and thorough in completing work tasks.

• Communication - The ability to communicate effectively with others both orally and in writing.

• Goal Oriented - Ability to establish proper goals and to meet/exceed during a specified timeline.

• Independence - Develops own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to

get things done.

• Integrity - Complete transparency and openness. Trustworthy, forthright and honest.

• Teamwork - Communicating and working together to serve our customers.

• Accountability - Ability to accept responsibility and account for his/her actions.

• Accuracy - Ability to perform work accurately and thoroughly.

• Ambition - The drive to achieve personal advancement.

• Communication, Oral - Ability to communicate effectively with others using the spoken word.

• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

Physical Demands

Ability to work in an environment that is fast paced. While performing the duties of this job, the employee must have the ability to handle multiple projects simultaneously in a fast-paced environment and is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; climb ladders; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must individually lift and/or move up to 30 lbs., infrequently. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Travel is not required.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.