Customer Service Assistant

• Serve as the first point of contact by addressing customer inquiries that come into the customer experience department by phone, web, email, or social media
• Identify and determine the best solution by problem-solving, and performing research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service to bring resolution to the customer’s inquiries
• Contact customers through verbal and written communication concerning delivery issues, such as material shortages, incorrect shipments, lost material, and product availability
• Monitor the status of requested work, prepare customized correspondence as necessary, and make outbound calls as requested
• Advocate on customers’ behalf to ensure high levels of customer satisfaction
• Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall experience
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism
• Record in Salesforce, customer interactions, details of inquiries, or comments, as well as actions taken
• Support the sales team by developing and maintaining positive customer relations which can substantially affect product revenue(s)
• Develop a thorough understanding of JW products, operations, websites, and literature to add value to and assist customers
• Assist department manager with departmental process improvements
• Other duties may be assigned

• Associate degree with a minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.). Will consider 5+ years of experience in lieu of a degree
• Proficient typist (40+ words per minute)
• Must be proficient with MS Office (Outlook, Word, Excel)
• Passionate about providing an exceptional customer experience
• Strong phone presence & listening skills
• Ability to self-motivate and work independently while working in a team environment
• Comfortable in a fast-paced environment welcoming change and growth
• Ability to manage escalations and resolve problems in a timely manner
• Ability to quickly learn new software, systems, processes, and our products
• Ability to process a high volume of transactions with proficiency, accuracy, and integrity
• Proficient organizational and time management skills to multi-task and prioritize multiple customer demands simultaneously
• Excellent interpersonal skills demonstrated through written and verbal communication
• Excellent problem-solving skills
• Exhibits product technical skills

CRM (Salesforce) and ERP systems experience a plus

• medical & dental
• generous leave policies
• retirement program