Customer Service Representative

Job Title: Customer Service Representative

Location: Walkersville, MD 21793

Duration: 12 months with possibility of extension

Position Type: Hourly contract Position (W2 only)

Note:

• 3 months of training they'll work onsite Monday-Friday
• After 3 months of training, they may be able to work remote 2 days per week.
• Education - HS Diploma, associate's degree (preferred)
• Level* Experienced – 1 – 3 yrs
• Language Required: English

What analytical capabilities or niche skillset does this role require?

• Microsoft Office; ability to type 40-45 wpm, possess good to excellent writing and PC skills with knowledge in Microsoft
• Demonstrate a commitment to Customer Service/Service Excellence
• Results driven with strong attention to detail
• Written and Oral communication skills,
• Professional telephone skills, diplomacy, empathy, negotiation, strong listening, approachable, patient, a problem-solver
• Is willing to take on new challenges
• Ability to and efficient to handle multi-tasks at one time
• Team-oriented, yet independent and self-directed/disciplined
• Adaptability (adapt to audience engagement)
• Must demonstrate ability to work with excel spread sheets to edit / maintain data.
• Ability to work effectively under pressure to meet deadlines.

Order Management:

• Primary responsibilities are: order inbox assignments & management, order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints and some complex products (i.e., reserve order material, products with characteristic selections).
• Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments.
• Ensure proper documentation is attached to orders within all systems.
• Process activities in compliance with established Customer Service Procedures, SOP and SDS requirements. client's certification requires compliance with these procedures.
• Document all customer contact interactions in order text tabs or when necessary in SAP/ SFDC, tell the 'story' to enable correct and consistent response to customers.
• Determine validity of each price by reviewing customer's Purchase Order and all pertinent items. Review additional items to determine all factors related to each quotation, including contacting Pricing and Contracts Team when needed.
• General:
• Instill confidence with a positive, friendly, helpful demeanor to each customer, including both external & internal customers.
• Demonstrate a positive working relationship with team members & department peers.
• Present potentially negative information, such as extended backorders, customer notifications and credit holds in the most positive manner possible. Determine when additional action by another party is necessary. Defuse angry customers professionally with effective listening and communication skills.
• Interpret availability data for materials using SAP T-codes, written reports, verbal updates and release notifications.
• Help customers with client's website registration, order placement, including assistance troubleshooting, as necessary.
• Perform other duties as assigned.