Sr Customer Service Representative

• Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network
• Responsible for handling in-bound sales and customer communication (calls/emails/click to chat) in the processing, expediting, and troubleshooting of customer orders
• Owns the customer request and experience from initiation to final conclusion
• Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information
• Researches and resolves customer issues, expedites back orders, handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint
• determining the cause of the problem
• selecting and explaining the best solution to solve the problem
• expediting correction or adjustment
• following up to ensure resolution
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth
• Follows up with sales, suppliers, and customers on any outstanding issues
• Looks for opportunities to provide solutions
• Makes recommendations on areas for process improvement
• Make decisions based on policies and past precedence, seeking guidance as necessary
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards
• Performs other duties as assigned

• High school diploma or GED required
• Bachelor degree a plus
• 1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc)
• Strong communication skills, both verbal and written
• Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently
• Must be comfortable working in a matrix environment
• Possesses proven problem solving skills and resourcefulness
• Must be customer and sales focused
• Must be able to manage multiple priorities in a fast-paced and complex environment
• Possesses organization and time management skills
• Practices attentive and active listening
• Ability to maintain composure and positive attitude during difficult times
• Intermediate PC skills required
• must be able to work in multiple systems concurrently, often utilizing multiple monitors

Familiarity with SAP system helpful