What are the responsibilities and job description for the Customer Service Administrator position at Cross USA?
Customer Service Administrator
Job Description
As a Customer Service Administrator you will be a key contributor to our fast-paced day to day operations - providing exceptional customer service by working with the Process Solutions Group (PSG) sales & customer service teams. This position is a focal point for managing customer requests and order acknowledgements to help expedite processing. You will have the opportunity to work as part of a dynamic, fast-paced, high performing customer support team.
Essential Functions
Manage the process for customer expedite requests, status requests, order acknowledgements, and equipment records in NetSuite.
Manage service technician's calibration equipment by :
Getting quotes from vendors for calibration / Approval by Service Engineering Manager
Close the loop on Principal Leads- portal updates etc. You will not manage the leads, but will ensure actual data entry is complete and update the principals.
Submit the monthly Principal Sales Funnels for Brooks (POS), Richards, etc.
Track any rentals that we set up
Submit Portal Document on Projects
Build Document Submittals on Projects
Additional Responsibilities
Support the Process Solutions Management team with various projects upon request.
Additional Responsibilities as assigned by the manager.
Attend ongoing vendor and process training; retain knowledge of vendors and processes
Assist with special customer support projects as requested by management
Education and Experience
High School / GED required and Associates or Bachelors degree preferred and 1-2 years customer support experience / or
High School / GED required and 3 years customer support experience in wholesale distribution (preferred) or related industry
Required Competencies
Computer literate and highly productive in a multi-window environment - Google Suite
Excellent keyboard skills - quick and accurate
ERP literate, NetSuite preferred
Excellent communication skills - especially phone and email communications
Detail oriented and highly organized
Knowledge of customer service principles and practices
Math and problem-solving skills
Physical and Mental Requirements
Sit at desk, with minimal breaks, for up to four hours at a time.
Perform data entry for up to four hours at a time with minimal breaks
Move and pull catalogs that may weigh up to ten pounds
Spend extended lengths of time viewing computer screens
Possess a clear and articulate speaking voice
Must be highly organized, with a well-developed ability to multi-task.
Possess ability to quickly learn and retain vendor-related information as well as company policies and procedures
Possess the ability to perform mathematical calculations and understand the mathematical concept related to profit and margin
A high degree of self-control and the ability to interact with others in a businesslike and professional manner
Ability to efficiently and calmly work in a fast-paced dynamic work environment
Keep a pulse on the job market with advanced job matching technology.
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