Thorough knowledge and understanding of Pro product offerings v. Retail alternative
Explaining products, services and pricing to customers
Identify and execute upselling opportunities. Adhere to company policies on pricing, shipping, discounts
Ensuring each customer receives excellent customer service and an enjoyable customer experience.
Engage in productive time management to fulfill essential job functions
Meets or exceeds KPI’s in place based on personal performance
Works closely with colleagues to achieve financial goals for the division
Cross trained to support Ecom (Shopify; SAP; Zendesk, ReCharge)
Required to work an early or late shift in order to service our customers
Regularly meet with management to discuss opportunities for improvement
Accurate Order Entry
Process incoming order desk opportunities in a timely manner
Log calls and tasks in Salesforce
Proficiency with multi-phone systems and professional demeanor when interacting with customers, both internal and external
Appropriately field a large volume of inbound calls
Proficiency and understanding of Salesforce; SAP; Zendesk; Shopify and other platforms identified to support the business, upon completion of training
Other duties as assigned or required

Customer Support Associate

Key skills