SUMMARY:

This position is responsible for customer service to SMO USA internal and external customers. It requires a timely response to customer requests for price and availability; taking phone and email inquiries; confirming shipment status, updating customer information in Navpoint and other daily tasks focused on customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Take customer phone and email inquiries. (Phone calls could be as many as 75 per day, emailed orders could be as many as 75 per day)

Check shipment status on current orders including pro bill numbers and shipment tracking numbers.

Provide tracking information on shipped orders.

Confirm receipt of orders via faxes & e-mail.

Routinely update Navpoint to add contacts; emails; and new customers.

Handle corrections on orders entered in our system that have not been shipped.

Enter Customer and rep media requests.

Enter customer complaints/concerns.

Communicate effectively and efficiently with customers any discrepancies or changes that need to be made on orders.

Work and communicate with the outside sales team and other internal departments to conform to customer requirements.

Be an active member of the CSR and/or Platinum ACD Phone line.

Assist in other projects as assigned

Supports and upholds the Quality and EHS policy

Upholds Core Values.

QUALIFICATIONS:

The requirements for this position include:

Typing skills of at least 50 WPM with High Accuracy.

Proficient use of Office 365 operating system and Microsoft Office products (Word, Excel, Outlook).

Good communication skills to interact with team members.

Good critical thinking skills to resolve questions and problems related to orders.

A high degree of diligence to ensure the correct information on orders.

Ability to work at a steady pace even with interruptions, and some time pressure.

​EDUCATION and/or EXPERIENCE:

Post high school education and previous customer service or similar experience is preferred.

LANGUAGE SKILLS:

The job requires the ability to read, analyze, and interpret customer purchase order documents, technical order specifications. It also requires the ability to write short memos and reports on Microsoft Word and E-Mail. It also requires sufficient verbal skills to gather and interpret information required to accurately complete order entry.

Job Type: Full-time

Pay: $19.09 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Work setting:

• In-person

Application Question(s):

• Do you have experience in managing escalation and troubleshooting calls?
• Typing speed should be above 50 WPM with High Accuracy.

Experience:

• Customer service: 3 years (Required)
• Escalating calls: 3 years (Required)

Ability to Relocate:

• Omaha, NE 68102: Relocate before starting work (Required)

Work Location: In person