What are the responsibilities and job description for the Associate Customer Service position at Sunstar?
At Sunstar Americas, Inc., we firmly believe that our people are the foundation of our success. We foster a collaborative, innovative, and agile culture that ensures we deliver high-quality, innovative products to consumers and oral care professionals. Our team-oriented approach encourages creative thinking and nurtures a positive work environment and productive relationships. With dedication, hard work, and a shared vision, we can continue to make SAI a leader in our industry.
Join us and become part of our global team, where together, we can achieve success and contribute to a better future.
Position Summary :
This position is primarily responsible for providing effective customer service for internal and external customers through order processing, preparation of correspondence and fulfillment of customer requirements to ensure customer satisfaction. This position receives and processes all incoming inquiries via phone, chat and email. The Customer Service Associate will answer product and billing questions utilizing various database software. Enter all information necessary for accurate inventory picking, packing, and delivery, invoice generation, etc. The incumbent in this position answers a variety of questions regarding Sunstar / GUM products, gives customer product availability and delivery information, advises customers on return procedures, and applies appropriate credit to customers' accounts when necessary, records professional, retail and / or consumer complaints as dictated by QA procedures.
Additionally, this position is charged with assisting in the development and implementation of internal / external policies and procedures as well as taking initiative on updating FAQ's, product information within shared files and product information books that will assist the department staff. The incumbent will assist, develop, monitor, analyze, recommend and present projects as assigned by the manager. This position also serves as an active member of the customer service team, taking the initiative to identify and communicate obstacles to goals while working toward their resolution.
Essential Job Functions :
- Meets departmental call standards.
- Provides professional clear and concise answers to voice, chat and email enquiries.
- Ensure calls and other correspondence are addressed within standard response time.
- Update internal FAQ's, product information within shared files and books.
- Extract product or billing information from a variety of online / internal sources.
- Apply a professional positive attitude and image for all internal and external customers.
- Assists in the implementation, analysis, monitoring of projects as assigned by the manager.
- Account management for professional and retail accounts (includes retailers, brokers, dental dealers) as assigned by the manager.
- Inbound phone handling, processing and communication of automatic shipment cancellations, processing of new account setup, accounts receivable inquiry, ARS labels, UPS tracking, product complaint, product inquiries.
- Makes outbound calls to respond to and follow-up on customer requests and notify sales managers of any potential loss of an account (CSP cancellations).
- Makes outbound calls to actively solicit account information and targeted product sales.
- Develops and maintains a positive rapport between the customer, sales managers, brokers, retailers and dealer organizations, and customer relations for all assigned accounts in order to maximize understanding of needs and issues, and to provide excellent service.
- Develop positive rapport with customers and coworkers and collaborate to resolve issues.
- Accurately enter customer orders and order changes within Sunstar systems and take appropriate actions to ensure customer requirements are met.
- Utilize various Sunstar systems to accurately document customer transactions activities.
- Researches and resolves all ordering, shipping (call tags), production (imprint), product quality, deduction (credit / debits), fine, and service problems in a timely manner.
- Provides suggestions to the manager on enhancements / improvements of PRMS and SFA databases to improve the process of transactions.
- Updates all customer files and PRMS files when necessary.
- Provides necessary support as directed by the manager.
- Composes written customer and internal departmental communications as directed by manager.
- Back-up support for other positions in the department.
- Promote sales programs and promotions to customers and actively strive to increase sales volume when applicable.
- Maintains an orderly, safe, and secure work environment.
- Understand and support company and department goals and objectives.
- Performs other duties as assigned.
Education
Knowledge / Experience
Skills
Abilities
What Makes Sunstar Special is :
If you'd enjoy a career helping others attain overall health through oral health, consider joining the Sunstar Americas, Inc. team.
The employer is subject to certain governmental record keeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, the employer invites employees to voluntarily self-identify their gender, and race or ethnicity. Completion of this data is voluntary and will not affect your opportunity for employment or terms or conditions of employment. Information collected will be used for EEO-1 reporting purposes only and will be kept separate from all other personnel records, only accessed by Authorized Users. Information collected will be kept confidential and will only be used in accordance with the provisions of applicable laws, including those that require the information to be summarized and reported to the federal government. When reported, data will not identify any specific individual.
The pay range for this position Associate Customer Service is $24.50 to $34.31. However, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a bonus depending on company performance.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Salary : $25 - $34
