Customer Service Representative - Remote Option After Training

OBJECTIVE / PURPOSE

The Customer Service Representative assumes a leadership role in delivering exceptional customer service to both external and internal clients. This multifaceted role involves managing customer interactions through various channels, including phone, email, and chat, with a primary focus on order entry into ERP systems. CSRs navigate a high-volume, fast-paced environment... utilizing JD Edwards expertise, interacting with the company website, leveraging department job aid library, and collaborating with various departments to resolve customer issues.

Major Responsibilities and Functions:
?? Order Entry and Enterprise Resource Planning (ERP) Management:
?? Execute order entry into ERP systems (JD Edwards), ensuring accuracy and efficiency.
?? Utilize ERP systems for customer account management and issue resolution, such as inquiries/issues related to product replacements, credits, returns, shipping concerns, product information, account setups, order statuses, billing, and general inquiries.
?? Multichannel Customer Interaction:
?? Manage high-volume incoming customer calls, actively engaging with customers on the phones to identify and assess their needs, while ensuring a high level of customer satisfaction through effective communication.
?? In addition to phone calls, handle customer inquiries via email, and chat providing timely and accurate information.
?? Website Navigation and Product Expertise:
?? Navigate the company's website to assist customers with product information, availability, and ordering processes.
?? Comfortably interact with a vast catalog of 15K products.
?? Interdepartmental Collaboration:
?? Collaborate with various internal departments to address and resolve customer issues, fostering a cohesive team environment.
?? Knowledge Base Utilization:
?? Efficiently uses knowledge base to locate answers and provide information to customers independently.
?? Stay updated on product knowledge and company processes to enhance customer support.
?? Adaptability:
?? Adapt quickly to changes in policies, procedures, or technology to maintain high productivity levels and provide seamless customer service.
?? Embrace a flexible mindset to handle diverse customer inquiries and unique situations.
?? Participates in company Net Promoter Score Initiatives to enhance customer loyalty.
?? Demonstrates adherence to company core values and culture.
?? Performs additional duties as required.

Job Requirements
?? Minimum requirement of a High School Diploma or GED.
?? At least six (6) months of customer service experience is necessary, with preference given to those with service center customer service or data entry experience.
?? Proficient computer skills, including strong typing, data entry abilities and Microsoft Office Suite.
?? Experience with order management systems, Live Chat, and high-volume email support is a plus.
?? Capacity to handle a continuous flow of customers and ability to manage multiple tasks within a fast-paced, productivity driven environment.
?? Web navigation skills to locate information and ability to toggle between multiple systems to access customer data.
?? Excellent communication and interpersonal skills to handle complex customer issues, resolving conflicts, and finding effective solutions that go beyond basic inquiries.
?? Detail-oriented with the ability to analyze data and make informed decisions using skills acquired in initial training and leveraging web-based and desktop resources

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