What are the responsibilities and job description for the Domestic Customer Support Associate position at HYTORC?
Job Description
Job Description
We are currently seeking an experienced Customer Service Representative who is seasoned in a product driven environment (Industrial products are a big plus). This is a very important position for HYTORC. Our Customer Service Representatives interact with different types of clients and vendors. Flexibility is needed in order to learn how our customers are handled. We are looking for an individual that displays a pattern of going above and beyond the call of duty in order to deliver the level of WORLD CLASS Customer Service that the HYTORC brand stands for.
Essential Duties :
Handle 75-100 emails per day
Handle 50-75 phone calls per day
Service clients located all over North America
Schedule, communicate, and file documents regarding tool delivery
Enter data into Excel, SAP (ERP) and other software
Coordinate any missing components for orders with purchasing (some products may not be in stock and may have to be placed on backorder)
Learn part numbers
Suggest equipment and supplies to meet customer needs
FOLLOW UP SKILLS – CONSTANT FOLLOW UPS
Enter billing data and then review to ensure :
Proper documentation is provided by Customer
Customer is being billed accurately according to current price lists & current global agreements
Reconcile inventory on invoice by matching the SKU to what is on the order
The correct amount is applied for shipping
The correct account is being used for the customer
Provide customer with copy of order when completed
Handle requests (when necessary) for :
Third-party charges (i.e. shipping)
Exceptions to normally required documentation
Price changes
Answer both internal and external questions (Internal- Salespeople, Territory Managers, Customer Service, etc. External- end users / customers)
Communicate with customers directly via phone / email to assist with :
Billing / Accounting
Customer account verifications (when necessary)
Date(s) of purchase information
Repair history
Warranty information – answer questions / provide information regarding status
Customer ID information
Monitor the “Domestic Box” and forward any faxes submitted by customers to the appropriate department, then file those faxes accordingly
Requirements :
Willing and able to learn a highly technical product quickly
Strong relentless follow up skills
MUST BE a self-starter
Must be diligent / proactive
Experience in an environment with an actual commodity, product or physical object
Ability to move / lift on occasion and go into warehouse environment in order to resolve inventory issues and / or answer questions accurately
Aptitude with both Technical Support and Sales Support with regards to (tooling / physical product / commodity & accessories)
Must have thick skin, this is a fast paced, high intensity environment
Able to work alone or as a part of a team
Display a willingness and disposition to learn and be trained
Proficient with Microsoft suite and computers in general
Strong writing and speaking skills
Preferred :
Prior experience with SAP B1, Great Plains, or similar ERP system
Experience handling / supporting a team of Sales Representatives is a plus
Experience handling customer service in an online chat environment is a plus
Experience handling heavy volume of phone calls / emails is a plus
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