What are the responsibilities and job description for the Customer Service Representative position at Thales Trusted Cyber Technologies?

Summary :

A highly skilled Customer Service Representative Specialist who contributes to the development of the Order Management process both from a customer service and a customer perspective, and assists in the establishment of a world class process. Under general supervision oversees and processes Customer POs. Communicates with customers with regards to any account problems and discusses customer concerns and suggestions. Reports suggestions to sales, order processing, and customer support team.

Qualification Requirements :

Proof of only U.S. Citizenship is required.

Education :

Associate degree or equivalent combination of work experience and coursework

Experience :

2 years of customer support, sales operations, data entry, or order management experience

Flexibility in work schedule when required

Experience with Dynamics Navision 2017 is a plus

Skills :

Good knowledge of the company's business operations

Good writing, editing, communication and interpersonal skills required

Able to understand Order Management concepts and polies

Advanced Word / Excel Skills a plus.

PCs and related software applications

Ability to multi-task in a fast paced, high-tech, multicultural environment

Excellent organizational skills, detail-oriented, and works well in a team environment or as an independent contributor

General knowledge of the company's business operations, PCs, and related software applications

Essential Duties & Responsibilities include, but are not limited to the following :

Maintains book cycle time and positive relationship internally & externally

Process all orders and contracts received in a timely manner.
Communication with customers & sales team members the status of Sales Orders, status requests, general inquiries, account problems, customer concerns and suggestions.
Data entry of required information ensuring integrity, accuracy, and confidentiality
Acquire and maintain a thorough knowledge of all products and services
Facilitate thorough, rapid resolution of any problems and keeps all involved parties informed of progress
Set priorities and handle multiple tasks simultaneously
Update and maintain backlog orders

Investigate and report on all order misses due to Customer Service delay or error

Propose and implement improvements to the process / procedure

Attend related meetings and projects as the Order Entry subject matter expert and make recommendations on established processes and new processes

Focus on ways to improve the Order Management process

Communicates and coordinates activities with sales, order processing and customer support teams

Reports customer suggestions to and develops solutions with sales, order processing and customer support team

Collaborates with other departments, as necessary to resolve problems

Provides statistical and performance feedback on a regular basis

Assists Supervisors and Managers with daily operation of Customer Service Department

Maintains familiarity with policies and procedures, as well as the business organization

Support process improvement and work with appropriate departments to resolve system issues, process issues, etc.

Other duties as assigned

Scope of Responsibility :

Ability to work in a fast paced, complex, and high pressure environment

Complete assignments involving the use of independent judgment and personal initiative.

Understand the organization and operation of the company and of outside agencies as necessary to assigned responsibilities.

Understand, interpret, and apply general and specific administrative and departmental policies and procedures.

Exercise tact and judgment in responding to inquiries and resolving issues.

Create and Maintain records and reports.

Work under steady pressure with frequent interruptions and a high degree of public contact by telephone, email, or in person.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work

Ability to utilize telephone and computer to communicate with clients. Extended phone usage may occur.

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