What are the responsibilities and job description for the Customer Service Rep position at Touch Point Inc?
About the role
Customer Service Representative is responsible for providing effective customer service and sales support to all internal and external customers by utilizing in-depth knowledge of company products, processes, and systems. The position is also responsible for working cross-functionally with various departments, in support of targeted initiatives as they relate to overall company performance, as well as providing peer-to-peer support across a variety of subject matters and directly supporting the strategic development of the Customer Service organization.
This Role is located in Concordville, PA and requires a minimum of 3 days in the office.
What you will be doing
- Answer customer requests through phone, email, chat, or customer portals
- Problem Resolution : Address complaints and resolve issues promptly
- Order Management : Generate or modify customer and sample orders, quotes, and expedites. Run reports as instructed.
- Documentation : Record customer interactions and maintain detailed logs in Salesforce and SAP.
- Process returns, Quality Notification, or exchange orders
- Case Management : Case sorting, supporting others dashes in times of high volume, supporting case queues.
- Coordinate with teams for advanced support
- Handles daily responsibilities according to function and seeks additional responsibilities. Identifies issues and suggests process improvements. Able to work with the leadership team and update individual priorities to meet changing needs of the customer and the department.
- Develops effective working relationships with team members and other internal departments.
- Uses active listening skills to comprehensively understand customer concerns
- Other duties may be assigned according to business needs.
Schedule
8 : 00am-4 : 30pm Rotating 8 : 30am-5 : 00pm EST
Monday-Friday. Overtime hours, including evenings or weekends, may be required according to business needs
How you will be making an impact
Southco people are engineers, innovators and optimists who are energized and inspired every day to solve our customers' challenges. Southco associates enjoy an excellent work / life balance, globally competitive compensation, and local and global connections with colleagues around the world who share the same vision and passion for their work.
About you
How will we reward you
Southco provides a comprehensive and competitive benefits program. A few highlights include medical, dental and vision programs for you and your eligible dependents.
401(k) Plan with 15 core fund options plus other allocation options
Southco is an equal opportunity employer. Accordingly, Southco will not discriminate against any employee or applicant for employment on the basis of age, sex, race, color, veteran status, sexual orientation, national origin, religion, disability, or other protected status recognized by state or local law. Southco will be guided by this policy in all areas of concern to employees, including recruitment, hiring and discipline.
Information at a Glance
Salary : $50
