Handle incoming calls in a timely, efficient, and professional manner. Ensure the quality and consistency of each call by effectively following policies and procedures.
Receive and accurately process customer orders and enter approved customer credits into the JDE system.
Triage inquiries from cross-functional team members (i.e., Supply Chain, Finance, Quality, etc.) requiring investigation, troubleshooting, and problem-solving activities.
Ensure appropriate follow-through on claims and/or investigations by gathering all pertinent information and communicating resolution to relevant team members via ticketing system and/or email.
Assist with inquiries and follow-up via Service Console ticketing system as assigned.
Participate in all product training sessions and complete assigned compliance training.
Support sales initiatives by proactively promoting featured products and special promotions, and cross-selling/up-selling to ensure customer satisfaction.
Conduct outbound calls as needed to ensure effective customer communication.
Support other team members and the Customer Service Supervisor as needed.

High School Diploma or GED required; Bachelor’s degree preferred.
1+ years of professional customer service experience required, preferably working within a Customer Contact Center.
Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) is required.
Must have excellent communication (oral and written), organizational, presentation and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships).
Willing and able to work under pressure to meet tight deadlines with minimal supervision.
Must be team-oriented, agile and be attentive to detail.
Current or prior work experience utilizing Salesforce, Magento, Veeva or RingCentral systems is preferred.

Customer Service Representative, Customer Contact Center

Key skills