Customer Solutions Representative I

Overview

Provides exceptional customer service with a friendly and positive attitude.  Performs routine customer order processing functions; receive and respond to customer inquiries, complaints and/or orders; processing of customer returns and backorder requests; provides sales support for Americas Sales Territory.

Responsibilities

• Review customer concerns, consider options and develop best solutions for customer
• Receive inbound customer correspondence which may result in:
  • Entering an order
  • Entering a catalog request
  • Prepare quotation requests
  • Researching the status of an existing order
  • Providing item information such as price, availability or technical information
  • Resolving other customer service issues as needed
• Process customer returns and backorder information requests
• Maintain customer information in CRM database:
  • Ensure customer information is current, accurate and complete
  • Merge duplicate customer accounts
  • Contact customers to verify any address changes
• Resolves returned package issues
  • Files claims/tracers for lost/damaged shipment
• Daily report monitoring
  • Reviewing daily quality reports and correction data when necessary
  • Monitors expedite status, proactively updates customers
  • Reviews credit hold report to contact customers and release orders
  • Reviews backorder report and keeps customer informed of changes to delivery dates
• Monitors and assigns work within shared tools and inboxes, including but not limited to:
  • Web orders
  • Sales Support emails
• The ability to handle complex customer inquiries, including processing and managing the following types of inquiries:
  • Standard High volume quotation requests, using established pricing guidelines
  • Scheduling agreements
  • Canada orders/quotes
  • Returns and monitors return queue
• Proactive outbound customer calls with a focus on selling and customer satisfaction. This includes but not limited to the following types of outbound calls:
  • Customer and opportunity development
  • On Hold Orders
  • Quote follow up
  • Customer concerns
  • Gather customer feedback to continuously improve the customer experience

Essential Qualifications:

• Timeliness and regular attendance are required
• Report to work station and be ready to work at scheduled time
• Comply with federal, state, and company policies, procedures, and regulations
• Provides phone and chat coverage for the duration of full work shift
• Special Customer Account Support SSA
• Ability to provide special shift coverage with limited management oversight:
• Late shift
• Saturday shift
• Skeleton crew

Qualifications

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions

Required Skills & Abilities:

• Intermediate to high level of PC Skills in MS Word/Excel/E-Mail
• Excellent written and verbal communication skills
• Highly organized
• Accurate typing skills
• Attention to detail
• Typing of 40 WPM
• Working knowledge of current policies and procedures for data entry
• Demonstrates skills with telephone etiquette
• Works productively with others in a team environment
• Encourages open communication by listening attentively and actively. Seeks to fully understand information from many points of view
• Greets callers, establishes rapport, projects professional tone, handles complaints, & record statistics on each call

Education/Experience:

High School diploma or equivalent; minimum of two (2) years related prior work experience.

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Think you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics.