Role Overview

Monitor Slack, email & phone for communication for support requests
Respond to incoming support requests in a timely and professional manner
Maintain a high level of of business, system, process and procedure knowledge to communicate consistently and cohesively
Review order status and provide updates on estimated shipping dates when requested
Maintain a working knowledge of lead time expectations via regular and direct plant communication
Use available resources to provide accurate estimated ship date
Provide Shipping/Tracking information upon request
Maintain a working knowledge of the Fedex portal, tracking tools and navigation
Provide shipping status updates upon request
Perform tracking research for lost or misplaced shipments
Provide proof of delivery
File tracking investigations and loss claims
Manage shipping updates and other communication
Request return shipping labels/Schedule return pick ups
Changes & Documentation of Tax Exemption status
Obtain and record proper tax exempt certificate
Update tax status and maintain appropriate documentation files
Enable/Update 30 day credit term Eligibility
Obtain, review and record proper credit application
Locate/provide receipts & invoices when requested
Answer basic billing questions
Vendor form completion and record keeping
Update account contact information when appropriate
Place orders/review and process Purchase Orders when assistance requested
Complete Order Cancellations
Handle Special Shipping Instructions
Handle customer concerns with damaged or missing items; issue replacements
Handle customer return requests; process refunds
General troubleshooting and problem resolution
Manage quote discounts
Complete outsourcing requests for non-stock items
Assist with periodic data clean up and correction
Develop and maintain internal relationships with various departments/business partners to include: Direct management/supervisory team
Communicate concerns and items that need to be escalated
Communicate suggestions for processes/procedures & areas for improvement
Communicate any uncovered needs for additional training for individuals or as a team
Maintain a level of integrity and trust by providing courteous and professional responses to inquiries
Maintain a level of system, process and policy knowledge to provide consistency
Presenting process/system improvement ideas to internal partners that will positively impact the customer experience that were both self-identified or obtained via customer feedback
Communicating system issues/failures that need to be addressed via an IT Ticket including but not limited to: Customer communicated issues, impacting ease of use or order placing
Attend Weekly meetings (to be determined and subject to change)

Requirements

Working knowledge of air filters and HVAC systems
Ability to work 9-6 CST or 8-5 MST
Comprehensive knowledge of Pipedrive
Comprehensive knowledge of Supplybuy
Comprehensive knowledge of Django Admin and Customer Dashboard
Thorough Knowledge of Gmail and email systems
General knowledge of Just Call
General knowledge of ZoomInfo
General knowledge of Google Suite
General knowledge of Microsoft 360
General knowledge of Adobe Acrobate
Excellent Interpersonal Skills
Effective verbal and written communication skills
Effective presentation skills
Display empathy and courteousness
Active Listening skills
Forward and strategic thinking
Professional and Polite demeanor
Display Integrity and Honesty
Rapport building capability
Time management
Self motivation and accountability
Analytical/Trouble shooting skills/problem solving skills
Organizational skills
Flexibility/Resiliency to interruptions
Attention to detail and accuracy

Tech Stack

Django

Benefits

Competitive salary
Comprehensive benefits package including health, dental, and vision insurance
Retirement savings plan with company match
Paid time off and holidays
Remote work environment

Filterbuy

Open Positions (1)

Sales

Sales Operations Support