Customer Service Representative

• Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution
• Assist customers with product and service-related questions, technical issues, and account management
• Resolve customer complaints and concerns with patience, empathy, and efficiency
• Process RMA’s, credits, and debits in the company portal/CRM
• Collaborate cross-functionally to address customer needs and escalate complex issues when necessary
• Process RFQ’s from customers and outside sales with great accuracy, efficiency, and timeliness in the company’s ERP platform
• Identify opportunities for process improvements to enhance the overall customer experience
• Stay up to date on product/service offerings policies, and procedures
• Accurately document customer interactions and transactions in ASC’s CRM system
• Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions
• Monitor KPI’s in the PowerBi Dashboards to ensure best-in-class service
• Other duties as assigned

• Bachelor's degree or equivalent work experience in a B2B Customer Service role
• Excellent communication skills (verbal and written) with ability to handle conflict resolution
• Strong problem-solving abilities with a customer-focused mindset
• Ability to remain calm and composed under pressure
• Proficiency working in a ERP
• Flexibility to work in a fast-paced environment and adapt to changing priorities

CRM experience is a plus