Position: Order Processing Customer Support Specialist

Job Type: Full Time, Hourly (Work from the Office Mon-Fri 8:00 am to 5:00 pm)

Position Overview:

As the first point of contact for customer inquiries via Web, email or ticketing system, your primary duties will be to resolve and answer customer inquiries, gather and process data, research and solve problems, maintain data integrity, and provide document support and imaging.

Duties:

Provide exceptional customer service to our customers via, email, internet, phone, and in person, while providing support and information on products and services.

Process and Review order forms ensuring that all relevant information is included.

Maintain accurate records of order status, shipping and delivery.

Address discrepancies with shipments replacements and customer concerns

Interact with customers, vendors, and other departments, such as sales, shipping, accounting, etc., to provide updates.

Represent the company in a courteous and professional manner.

Identify and clarify the reason for the contact from the customer. Present the customer with solutions and resolve any / all concerns with products or services.

May collect and enter orders for new or additional products/services with our sales representatives.

Maintain customer accounts and records of customer interactions with details of inquiries in our CRM software.

Brand Ambassador for the company as the first point of contact for new customers or orders.

Manage, distribute, and respond to all inbound cases, incoming customer phone calls, emails, as well as afterhours voicemail messages daily.

Coordinate with shipping department on timing of orders, order exceptions, and the fulfillment of replacement orders.

Follow all Customer Service policies and procedures, assist in training temporary employees as necessary, and other duties as assigned.

Assist other departments during downtime.

Minimum Qualifications/Skills:

High School Diploma or equivalent required.

2* years prior computer-based customer service experience OR a combination of 1* year of computer-based customer service AND 1 year of cloud support required.

Experience in the following areas:

· Team player with a strong attention to detail and organizational skills.

· Excellent verbal and written communication skills with the ability to liaison with many different departments.

· Basic knowledge of computer software and office systems (Microsoft Office Suite (e.g., Excel, PowerPoint, Word) and willing to learn additional information systems and or software.

· Ability to thrive in a fast-paced environment, multitask while keeping focus on the customer, and manage competing priorities.

· Flexibility to occasionally work different shifts (including evenings, weekends, or holidays).

· Ability to pass a pre-employment background investigation.