Client Support Representative, Supply Chain Programs

Overview

KGPCo is the go-to partner to Communications Service Providers. Our customers rely on our extensive range of network solutions and services to help them build, maintain, and transform networks that connect the world.

The communications industry is evolving every day and we are at the frontline of these innovations. From ground to cloud, the work we do is transforming networks and impacting communities nationwide. It’s work that happens because of our motivated teams of doers and problem solvers.

Our Core Values define how we do business:• The Customer is Everything.• Relationships Matter. All of Them.• Question Things. Take Action.• Work Hard. Work Smart. Enjoy the Experience.• Growth Mindset.

It’s not just a job – it’s a step in your career!

Responsibilities

SUMMARYWe have an Account Representative role available in our Lenexa, KS office, supporting our Circet team. This position serves as a primary point of contact to customers, providing exceptional customer service through effective listening and responding to customer’s needs in a way that builds value. We’re looking for people who want to grow with us, as we see the potential to grow this business and to progress in this role.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Perform order management functions in support of the Circet customer solutions including, but not limited to; order entry, providing order status, managing change orders, expediting orders, maintain holds, and order releases.
• Provide excellent customer service by accurately responding to customer inquiries in a timely professional manner and update that information in the customer information database.
• Support of account management activities involving invoice ledger, discrepancies, RMA support, and resolution or referral of customer complaints.
• Provide pricing and availability quotes to customer and recommend alternate products when appropriate. Manage Quotation process, providing direction on pricing when needed.
• Prepare/submit ad hoc reports to management and customers as required.
• Communicate clearly and accurately through multi-media channels (telephone, E-mail, Microsoft Teams, etc.).
• Required to work cross-functionally across KGPCo departments, Integration Centers, and other facilities.
• Learn all system functionalities and business processes required to successfully execute customer needs.
• Entry and follow-up of Microsoft CRM activities to ensure customer satisfaction
• Driving process improvement opportunities for customer accounts including identification of on-going methods of increasing productivity.
• Requires the ongoing development of process and product knowledge as well as the willingness to train new team members as requested.
• Other duties as assigned.

Qualifications

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions

EDUCATION and/or EXPERIENCE

• • High school diploma or equivalent required. Associate degree (A.A.) preferred
  • At least two years related office and/or customer service experience or equivalent combination of education and experience
  • Proficiency in Microsoft Office Suite Programs specifically Outlook, Word & Excel is required (V-Look ups, pivot tables, etc.) and general computer proficiency
  • Excellent customer service skills inclusive of effective written and verbal communications and the appropriate responsiveness to customer needs
  • Negotiation skills
  • Strong analytical/problem-solving skills
  • Ability to prioritize, multi-task, and work in a fast-paced environment
  • Strong organizational skills
  • Ability to establish a strong rapport with customers

REQUIRED SKILLS

• Ability to read and understand basic instructions, short communications, and memos; draft simple written correspondence; and effectively communicate in one-on-one or small group settings with customers, clients, and colleagues.
• Proficiency in adding, subtracting, multiplying and dividing. Capable of performing calculations involving American currency and standard units of weight, volume, and distance.
• The ability to follow written, verbal, or diagram-based instructions and solve problems involving concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this position, the employee is regularly required to listen and speak. The employee frequently is required to sit, use their hands to handle, touch, or feel objects, tools, or controls, and reach with their arms and hands.  

Specific vision abilities required by this position include close vision, color vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. 

BENEFITS

• Medical, Dental, Vision and Supplemental insurance plans
• Flexible Spending Accounts
• 401(k) with Company match
• Generous vacation, holiday, and sick/safe time
• Pet insurance for our non-human family members 

KGPCo is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity