Customer Support Representative

Description

As a Customer Support Representative, you will be an effective member of a high-performance team and be required to deliver excellent customer experience to all our customers. This ranges from retail stores, ecommerce partners, and dealers, to end consumers who purchase and use our products. This position will include data and order entry daily and will also work closely with and assist the sales and operations teams to ensure timely product delivery. The CSR will be required to interact with all consumers offering excellent customer service while providing accurate and timely information in response to inquiries, questions, or issues related to our products.

 Responsibilities:

• Process daily customer orders consistently and effectively 
• Input retail tracking information and the most up-to-date inventory levels
• Prioritize and schedule daily order shipments based on transit times and customer requirements to ensure all obligations are met
• Accurately and expediently resolve questions related to orders
• Manage and resolve inquiries from end consumers regarding issues with orders or products
• Develop an understanding of all products and processes to be able to effectively assist customers and end consumers
• Provide outstanding customer service by building a strong rapport with each customer and assisting with their needs and questions as required
• Proven ability to analyze customer concerns and resolve issues
• Act as the first point of contact for customer and end-consumer inquiries via phone and/or email
• Act as liaison with other departments to ensure order completion and shipment
• Works closely with all teams within operations to ensure inventory is available and all orders are shipped on time
• Compile service and quality data and make suggestions to increase overall service and customer experience 
• Develop innovative ways to improve our processes to deliver increased speed, reliability, and customer satisfaction
• Work to support and assist other customer support representatives on the Village Consumer Product team as the need arises

Materials and Equipment Utilized:

• Computer, Phone, Fax, Printers, Copy Machines, etc.

Working Environment:

• Office

Requirements

Education and Training:

• Associates Degree preferred
• Experience in the customer service industry, retail customers along with EDI/SPS preferred
• MS Office Suite experience – MS Excel, MS Word, and Outlook
• Capable of navigating and managing social media tools and Ecommerce portals and websites.
• Epicor ERP system experience would be ideal

Knowledge/Skills/Abilities:

• Excellent customer service and communication skills
• Detail-oriented
• Organized 
• Work both independently and in a team environment
• Time Management skills
• Ability to multi-task
• Goal-orientated and result-focused
• Adapts well to change
• Comfortable being accountable to a team
• Strong interest in growing personally and professionally
• Inspires others both internally and externally

Travel Requirements:

• Minimal

Physical Requirements:

• None