SUMMARY

This is a new part-time position for the Inside Sales team and has been introduced to improve customer satisfaction with FPG internal resources, react to order information provided by our principles and organize requests made of the all resources throughout the company. The Customer Care Specialists (CCS) will manage the phone, email and online chat channels. To facilitate the activity beginning from the Inside Sales team, a new ticket system is being designed specifically for this purpose. Later, an upgraded phone system with expanded features will also be implemented. Further changes may be made to help this team to achieve its mission of improving customer satisfaction.

The position is based in our headquarter offices in Noblesville, Indiana and reports directly to the Inside Sales Manager. Two persons will be hired to provide full support by this team for normal company operating hours, Monday through Friday, 8am to 5pm EST. Each position is flexible between the two individuals hired to provide this full coverage, with ~25 hours/person-week expected.

DUTIES & RESPONSIBILITIES

• Provide Tier 1 support to customers by answering all calls to the main company support phone queue and respond to requests to chat online from the company website.
• Organize all emails sent to the main email channel, sales@fpg.co.
• Use a ticket system to place requests in queues for outside salespersons, accounting and inside sales engineers to manage, intending to streamline their work and guarantee no request is overlooked.
• Provide immediate customer response for specific requests, such as updated lead times, invoice status, RMA information, etc…. This may require interaction with internal staff or calls to our factories to gather information.
• Determination of the appropriate escalation and priority of issues.
• Identifying duplicate issues.
• Other tasks, as assigned, by the Inside Sales Manager.

SKILLS – Must Haves

• Motivated, self-starter with a passion for helping others
• Strong communication, interpersonal and organizational skills. Proficiency in English.
• Experience with using computing systems
• Upbeat, fun personality

SKILLS – Nice to Haves

• Customer service or sales support experience

Job Type: Part-time

Pay: $17.00 - $20.00 per hour

Expected hours: 25 per week

Benefits:

• On-the-job training

Experience level:

• No experience needed

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Noblesville, IN 46060: Relocate before starting work (Required)

Work Location: In person