Customer Service Representative

Title: Customer Service Representative II Duration: 6 months Location: Atlanta, GA 30313 Level II (5-10 YEARS OF EXPERIENCE); Description Job Title: Order Customer Support Representative: This role provides dedicated support for customers by processing orders and by researching and resolving order-related issues using EPSC systems including SAP S4 Hana and Thirsty (Salesforce). Case management requires direct communication with customers, internal and external business partners, suppliers, and carriers. The OCSR is tasked achieving resolution within specified service level agreements. Key Activities Single point of contact for Customers Handle inbound phone calls via Genesys Cloud and emails from customers or internal stakeholders via Thirsty (Salesforce) Provide answers to order-related and part-related questions Communicate with the warehouse, suppliers, and carriers to root cause and identify solutions while adhering to CCP and Catalog business processes and policies. Create orders as needed to meet customer requested arrival dates Meet or exceed performance metric goals for quality and speed Recommend systems and process improvements Assist with special projects as needed. Key Skills Customer focus Communication Attention to Detail Problem solving Building collaborative relationships Knowledge of and experience with Thirsty (Salesforce), SAP Supply Chain S4, Genesys Cloud. The ability to quickly become proficient in systems is required. Ability to balance speed with quality while managing up to 30 ongoing cases at any given time. Commitment to and passion for continuous improvement. Ability to operate independently and maintain high productivity with minimal daily supervision. Systems used: Thirsty (Salesforce), S4 SAP Supply Chain, Excel. Type of activities managed Enter orders upon request Change, correct, cancel orders as needed Approve and create returns and credits Answer questions regarding parts, POS items, and related policies/procedures Research, root cause, and resolve order-related issues including damaged/defective items, inaccurate shipments, and transportation issues Assist customers with website registration, navigation, and issues Identify and correct issues preventing orders from progressing through the system Perform uploads for large orders and returns QUALIFICATIONS List the minimum and preferred levels of Education, Experience, and Special Skills needed to perform the responsibilities of the position. Education -- High School diploma; GED equivalent -- Preferred Education Level: Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience Experience 1 year in customer-facing role 1 year call center experience Preferred Level: Preferred experience Level 3 years in customer-facing role 3 years of call center experience Skills Superior communication skills Strong Microsoft Office skills (Excel, Teams) Proficiency with technical troubleshooting of common computer-related issues. Ability to learn new software quickly. Excellent problem-solving skills Customer relationship skills People relationship skills Preferred Level: Preferred Level skills In addition to the minimum required skills: Proven ability to analyze opportunities and recommend system or process ideas to improve efficiency and meet or exceed customer expectations. Order management experience/expertise Experience with SAP S4, Salesforce