Hoshizaki America
SUMMARY
Customer Service Reps, working in a call center environment, interact with customers to deliver information in answer to general customer inquiries, invoice questions, orders, and customer complaints. As the primary customer-facing group, CSRs project a professional organization image through telephone and email interaction. They handle all order administration, tracking, and offer suitable solutions to issues as well as answer model questions and screen for sales to assist the Distribution Centers and Distributor locations. They handle customer complaints and offer suitable proper solutions.
ESSENTIAL FUNCTIONS Maintain broad knowledge of all company products, services and promotions. Manage large volume of customer calls and emails in friendly and courteous manner. Listen to the customer queries patiently and solve/respond to it promptly. Administer orders - confirming price and delivery dates. Act as first level sales expert for model questions and venue suitability. Track and follow-up all customer requests in a timely manner. Maintain procedures and processes for first level problem determination. Identify and recommend any process plan to improve customer support service. Work with product and sales teams to address and resolve customer issues efficiently. Return customer calls in a timely manner to ensure customer satisfaction. Screen customer sales requirement and forward potential sales opportunities to correct Distribution Centers or Distributors. Work closely with Business Analyst and Accounting to confirm and process customer concessions, rebates, credits and charge corrections. Work with manufacturing and warehouse team members to ensure timely and proper product shipments. Create and advise disposition for items that have return requests from carriers or customers. Provide outstanding and exceptional customer service. KEY COMPETENCIES & SKILLS
Excellent written and verbal communication skills. Proficient in Microsoft Office and ERP systems. Ability to effectively resolve inquiries or escalate concerns in a timely fashion. Excellent time management and follow- up skills. Accuracy and attention to detail. Ability to handle multiple tasks while working under pressure to meet deadlines. Requires ability to navigate a computerized data entry system or other relevant applications. EDUCATION & EXPERIENCE
High school diploma or GED and a minimum of two years of customer service and/or administrative support experience. Prior inbound call center experience is preferred.
PHYSICAL REQUIREMENT
Work is primarily sedentary in nature. Significant interaction with team, some customers and vendors. Occasional manual labor that includes lifting, bending and reaching. Ability to read, write, listen and speak. WORK ENVIRONMENT
Typically work is in an office environment where the noise level is low to moderate.
KEY COMPETENCIES & SKILLS
Excellent written and verbal communication skills. Proficient in Microsoft Office and ERP systems. Ability to effectively resolve inquiries or escalate concerns in a timely fashion. Excellent time management and follow- up skills. Accuracy and attention to detail. Ability to handle multiple tasks while working under pressure to meet deadlines. Requires ability to navigate a computerized data entry system or other relevant applications.
EDUCATION & EXPERIENCE
High school diploma or GED and a minimum of two years of customer service and/or administrative support experience. Prior inbound call center experience is preferred.
Customer Service Reps, working in a call center environment, interact with customers to deliver information in answer to general customer inquiries, invoice questions, orders, and customer complaints. As the primary customer-facing group, CSRs project a professional organization image through telephone and email interaction. They handle all order administration, tracking, and offer suitable solutions to issues as well as answer model questions and screen for sales to assist the Distribution Centers and Distributor locations. They handle customer complaints and offer suitable proper solutions.
ESSENTIAL FUNCTIONS Maintain broad knowledge of all company products, services and promotions. Manage large volume of customer calls and emails in friendly and courteous manner. Listen to the customer queries patiently and solve/respond to it promptly. Administer orders - confirming price and delivery dates. Act as first level sales expert for model questions and venue suitability. Track and follow-up all customer requests in a timely manner. Maintain procedures and processes for first level problem determination. Identify and recommend any process plan to improve customer support service. Work with product and sales teams to address and resolve customer issues efficiently. Return customer calls in a timely manner to ensure customer satisfaction. Screen customer sales requirement and forward potential sales opportunities to correct Distribution Centers or Distributors. Work closely with Business Analyst and Accounting to confirm and process customer concessions, rebates, credits and charge corrections. Work with manufacturing and warehouse team members to ensure timely and proper product shipments. Create and advise disposition for items that have return requests from carriers or customers. Provide outstanding and exceptional customer service. KEY COMPETENCIES & SKILLS
Excellent written and verbal communication skills. Proficient in Microsoft Office and ERP systems. Ability to effectively resolve inquiries or escalate concerns in a timely fashion. Excellent time management and follow- up skills. Accuracy and attention to detail. Ability to handle multiple tasks while working under pressure to meet deadlines. Requires ability to navigate a computerized data entry system or other relevant applications. EDUCATION & EXPERIENCE
High school diploma or GED and a minimum of two years of customer service and/or administrative support experience. Prior inbound call center experience is preferred.
PHYSICAL REQUIREMENT
Work is primarily sedentary in nature. Significant interaction with team, some customers and vendors. Occasional manual labor that includes lifting, bending and reaching. Ability to read, write, listen and speak. WORK ENVIRONMENT
Typically work is in an office environment where the noise level is low to moderate.
KEY COMPETENCIES & SKILLS
Excellent written and verbal communication skills. Proficient in Microsoft Office and ERP systems. Ability to effectively resolve inquiries or escalate concerns in a timely fashion. Excellent time management and follow- up skills. Accuracy and attention to detail. Ability to handle multiple tasks while working under pressure to meet deadlines. Requires ability to navigate a computerized data entry system or other relevant applications.
EDUCATION & EXPERIENCE
High school diploma or GED and a minimum of two years of customer service and/or administrative support experience. Prior inbound call center experience is preferred.