Customer Service Representative Tier 2

Position Summary

As a Customer Service Representative Tier 2, you are responsible for providing first-line voice support to internal and external customers via phone, fax, and email. Handling order fulfillment, product technical inquiries, supply chain issues, and resolving customer concerns promptly. Acting as the primary escalation point for Order Management issues to field Sales teams. Accurately entering data into software programs like SAP/ERP and Salesforce.com. Adhering to standard work practices to ensure consistent service and meeting department metrics. Utilizing relevant software and tools to address customer issues and drive resolutions. Supporting strategic projects and corporate initiatives, such as acquisitions and product launches. Performing data entry tasks, verifying accuracy, and maintaining data integrity. Providing general data entry support across various teams as needed.

Responsibilities

• Provide first-line voice support for internal and external customers.
• Provide first-line support for internal and external customers via phone, fax, and e-mail, including order ful
• fillment, product technical questions, supply chain related issues, clarifying information, researching and providing prompt and optimal solutions.
• Serve as the primary escalation point regarding Order Management issues to field Sales teams.
• Accurately enter data into corresponding fields within various software programs (SAP/ERP and Salesforce.com).
• Comply with standard work practices to ensure professional and consistent service in support of department phone/fax metrics.
• Manage and utilize relevant software, databases, scripts and tools to provide acceptable service to customers
• Address and drive resolution of customer issues including order fulfillment, supply chain related issues, information requests.
• Provide a back-up Account or Process Management based on individual desk requirements.
• Provide support for the implementation of strategic projects and corporate driven initiatives, such as acquisitions, product launches, and system upgrades.
• Prepares source data for computer entry by compiling and sorting information.
• Resolves deficiencies by using standard procedures or returning incomplete documents to the team leader for resolution.
• Enters customer and account data by inputting alphabetic and numeric information on keyboard.
• Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data.
• Purges files to eliminate duplication of data.
• Establishes entry priorities.
• Provide general data entry support across many teams on an ad-hoc basis.
  
  

Required

• Education: High School Diploma or general education degree (GED)
• Job Experience:
• 3-5 Years of Relevant Work Experience
• 1-3 Years of Experience Customer Service
  

Preferred

• Education:
• Associates degree or equivalent
• Applications:
• Basic Microsoft Suite Competency (Outlook, Word, Power Point)
• Previous SAP experience or other Order Management Systems a plus but not necessary
• Salesforce.com knowledge a plus but not necessary