Esta es una vacante externa, deberás completar el proceso en el sitio de la empresa.
Descripción
SUMMARY:
The customer service representative is a significant customer facing role within Stryten, with daily communication around orders and fulfillment directly with the customer as well as other departments within the organization.
RESPONSIBILITIES / AUTHORITIES:
* Develop and maintain accurate documentation of department processes.
* Research, reconcile and resolve customer issues in a timely manner.
* Act as 'SME' Subject Matter Expert on various Systems including JDE, SFDC, inContact, CPQ.
* Process sales orders from customer purchase orders or through finalizing salesforces opportunities.
* Perform customer support function in at least one area of expertise.
* Ability to provide World Class Customer Engagements
* Comfortable interacting with Sr. Management, Branch Operations, Manufacturing and Accounting
* Ability to adapt and work well under pressure in a fast-paced environment
* Track orders to completion
* Provide consolidated billing and supporting documentation to customers
* Provide written correspondence to internal and external Customers in a professional manner
* Ability to quickly learn new & use software tools like Salesforce.com, ServiceMax, Google Suite JDE, MS Office
* Ability to work with Sales to engage with customers proactively
* Ability to be cross-trained back-up for teammates
* Run respective customer reports
* Coordinate import process for orders being shipped and invoiced out of Mexico, work together with Logistic partners and finance department for completion of import process and invoice to customers.
* Serve as a key point of contact and liaison for Stryten customers
QUALIFICATIONS:
Education, Experience, Certifications:
* College graduate or equivalent education and progressive call center experience preferred
* Experience with import process
* Excellent computer navigation and skills including working knowledge of Microsoft Office Suite, Salesforce.com, ServiceMax, Google Suite and JD Edwards ERP system preferred
* Bilingual (Spanish/English)
Competencies, Skills, Knowledge:
* Ability to self -manage.
* Proficiency in all of the basic customer support skills.
* Excellent oral and written communication skills.
* Excellent Interpersonal skills to work well with co-workers and other departments.
* Ability to deal with difficult situations and maintain a positive attitude.
* Must be detail oriented.
* Excellent computer skills including working knowledge of MS Office, SFDC, inContact & JDE.
* Dependable, reliable, and punctual
* Ability to perform customer support functions
OTHER CATEGORIES AS REQUIRED:
Basic Skills:
* Phone Support, Order Entry, Order inquiry, Order changes, Bill To / Ship To Set Up, Credit Card Processing, Inventory Look Up, BOM Look Up, Customer Ledger Inquiry, Returns, Freight quotes and ESG.
Area of Expertise May Include:
* OEM / National Accounts Support, and Recycling.