Switchboard Operator/Customer Service Representative

Job Summary – Answer multi-line telephone and provide basic information to callers regarding SOLO products.  Take messages or transfer calls to the appropriate individuals. Assist customer service department as assigned, while providing office and clerical services in an efficient and effective manner. A quick and timely response is crucial. If workload becomes too large, discuss the situation with your supervisor, so that work can be prioritized.

 Responsibilities:

·         Manage multi-line telephone switchboard in a courteous, professional manner.

• Greet visitors, handle inquiries accordingly, have them sign the visitors log and direct them to the appropriate person.
• Process incoming mail: Sort by office, date stamp, and deliver.
• Respond to emails or forward email inquiries to the correct department: Sales/Marketing, Technical Services, or Order Desk.
• Process and complete literature requests (100 pieces or less). For requests of more than 100, enter an order in SAP.
• Process sales orders and in SAP as time allows.
• Process incoming purchase orders & phone orders in a timely and professional manner.
• Provide PODs in response to customer inquiries or short-payments.  A/R clerk will inform of PODs need when customers make claims on their remittance advice.

·         Handle customer questions regarding shortages and/or price discrepancies.  Follow up with replacement parts or credit memos as instructed by supervisor or company policy. 

• Determine if customer situations need to be escalated to a supervisor.
• Have a thorough understanding of customer accounts as well as Solo products and parts.
• Become familiar with different pricing, programs, promotions, sales reps, etc.
• Work with supervisor to pick, pack and ship No-Charge warranty parts daily.
• Other duties as assigned.

Knowledge, Skills & Abilities:

·         Ability to work well and quickly under pressure.

·         Strong commitment to “best in class” customer service.

·         Ability to organize, delegate, proof data, type, sort, distribute mail and keep logs as needed.

·         Mathematical ability: addition, subtraction, multiplication, or division.

·         Computer skills:  SAP and Microsoft (Word, Excel, Outlook).

·         Ability to use office machines such as a computer, scanner, calculator, fax, photocopier and credit card machine.

·         Ability to read and understand documents such as equipment and procedures manuals, reports and correspondence. 

·         Ability to communicate effectively both verbal and written means.  Must have good English grammar skills.

·         Interpersonal skills to work effectively and respectfully with others.

Education & Experience:

High School diploma or GED; 1-3 years related experience or equivalent combination of post-secondary education and experience

Physical Requirements:

Reading, using computer, and operating various office equipment. Major portions of the workday require speaking with customers on the telephone. Must be able to sit for prolonged periods of time. Light lifting of up to 25 pounds.

Work Environment:

Work is typically performed in an office environment.

Attendance Requirement:

Monday – Friday 8:30 a.m. – 5:00 p.m.; 40 hours weekly and overtime as required.