Customer Service Support Level 2

SUMMARY

Under general supervision, edit, analyze and interpret moderately complex incoming orders for a wide scope of product lines from customers, sales representatives and distributors to clarify terminology or supply missing information. Check pricing, inventory stock, and discounts, customer information and location, shipping instructions, etc. Coordinate pricing of special items with job quotes. Clarify order information or correct discrepancies as needed. Maintain all required records regarding price, discounts, product information, etc.

DDITIONAL DUTIES AND RESPONSIBILITIES :

• Determines and schedules orders according to urgency.
• Contacts outside sales force and / or customers to resolve questions, inconsistencies, or missing data on orders.
• Resolve customer complaints via phone, email or fax.
• Use phone to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Assist with placement of orders, cancelling orders, return requests and / or warranties issues.
• Act as company gatekeeper.
• Suggest solutions when a product is out of stock - substitutions.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Sell products and services.
• Utilize computer technology to hand high call volumes - B2B.
• Work with customer service manager to ensure proper customer service is being delivered.
• Cover switchboard as needed.
• Other duties as assigned by the Customer Service Manager.

QUALIFICATIONS

DESIRED QUALIFICATIONS

EDUCATION and / or EXPERIENCE

High School diploma or general educational degree (GED) and 2 years customer service experience.

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