What are the responsibilities and job description for the Domestic Customer Support Associate position at HYTORC?
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
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
- 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
- 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
