Customer service representative with HEAVY FOCUS on ORDER MANAGEMENT. **
**KNOWLEDGE OF ELECTRICAL INDUSTRY IS A PLUS, but ABILITY TO LEARN is VERY IMPORTANT.**
`Inside Sales Representative works hand-in-hand with outside Account Manager in managing the customer relationship(s).
`Primary execution of customer activities including daily interaction with customers managing inquiries and addressing customer needs with appropriate solutions; quantifies and resolves complaints.
`Utilize tools and processes including product configuration tools, order entry and business systems.
~Provide initial point of contact [phone, fax, email, web, or chat modes] for customers (internal and external).
~Enter customer data into the order management systems, utilize pricing spreadsheets, monitor customer agreements, and employ quality resolution tools. Use greater judgment and initiative to either resolve issues or escalate them to the appropriate Systems Services or entity.
~Provide additional backup and support to others in team to support Inside Sales functions.
~Complete key administrative tasks and projects by working independently with little supervision within the Instructions and guidelines.
~If outside : 2-4 years of experience in the Customer Support or HelpDesk Field; or
~100-360 days of active Service as Temp-Contractor in the CSC environment.
~Excellent telephone and communications skills (written and oral) required.
~Team environment skills , ability to multi-task; recognize and generate sales leads from inbound calls, and effectiveness in handling multiple phone lines and electronic messaging required.
~Customer oriented personality as well as professional attitude desirable.
~High level of expertise with the MS Office suite, Internet Explorer, web navigation, and various other software tools is also required.
~Perform additional duties as directed.
Action oriented; Manage projects; Problem Solving; Professional attitude; Relationships; Teamwork; Technical orientation; Attention to detail; Commitment to excellence; Communicate effectively; Customer orientation; Flexibility and self-learning; Information handling
Key Measurements for this Position (over the next 12 months):
~Able to efficiently and effectively process a moderate volume of customer service requests [multi-media 50-100 transactions /day];
~Punctuality plus adherence to schedules (includes attendance), responsive and proactive behavior;
~Demonstrate responsibility and ownership for customer issues;
~Courtesy and professionalism; working effectively with CSC peers.
Future Expectations/Professional Career Path:
~Achieve greater level of independence and responsibility; especially with respect to procedure ownership and product overview expert. ~Inclusive of identification and participation in Service integration projects.
~Able to train new CSA's and document procedures.
~Take on special project work in addition to normal customer service activities.
~Initial assignment may be renewed with possibility of permanent placement.
Challenges Facing this Position:
~Working in a open team environment; handling a high volume of customer requests and multiplexing tasks/activities;
~Sometimes dealing with irate customers (includes Affiliates) –
~Utilizing information from multiple resources in order to complete business transactions.
The challenge is to maintain composure and a positive, friendly attitude while helping to meet the needs of our customers, balanced with the annual business objectives and order management standards.