ET_TN01
Job Title: Order Customer Support Representative
Location: Remote
Duration: 18 Months
Pay Rate: $25/hr on W2
Shift: This is a teleworking position. Schedule is Monday-Friday with hours of either 9:00am-5:30pm or 11:00am-7:30pm. Training hours may differ.
This role will get a laptop
Description:
Order Customer Support Representative:
This role is responsible for providing dedicated support for our customers and business partners by processing orders and inquiries. The OCSR will research and resolve issues for Client Parts and Client Catalog customers and business partners using EPSC order management systems based on established service level agreements.
Key Activities:
Provides single point of contact for Client Parts and Client Catalog Customers. Responsible for receiving phone calls via Genesys Cloud and emails from customers or internal stakeholders via Thirsty Order Inquiry. Customer issues and resolutions must be captured and documented correctly.
Manage Customer Orders - Create orders as needed to meet customer requested arrival dates.
Responsible for working with appropriate Parts & Client Catalog stakeholders to resolve issues and provide resolution to customers.
Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
Recommend systems and process improvements.
Ad hoc projects - Assist with special projects as needed.
Key Skills:
Strong customer service, problem solving, issue resolution, and communication skills.
Building collaborative relationships
Knowledge of and experience with Thirsty (Client), SAP Supply Chain S4, Genesys Cloud, and myClient desired. Ability to become proficient in systems quickly.
Sense of urgency, detail oriented..
Express ideas precisely, persuasively and effectively; listen and respond appropriately to Customers and co-workers and all levels of management in an effective professional manner.
Commitment to and passion for continuous improvement.
Ability to operate independently with minimal daily supervision.
Systems used:
Thirsty (Client), S4 SAP Supply Chain, myClient, Client Catalog, Excel.
Type of activities managed.
Order entry.
Expedited orders.
Customer order change request.
Customer pick up.
Customer credits.
Transportation issues.
General product information.
Over, short, and damaged process.
Transportation method change.
Duplicate, missing, or incorrect orders.
Website troubleshooting.
Identification and correction of EDI order issues.
System uploads for large orders and returns.
Website Registration assistance.
Education
Minimum Required: High School diploma; GED equivalent.
Preferred Level: Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience.
Minimum Experience Required:
1 year Customer Facing role.
1 year Call Center experience.
Preferred Level:
3 years Customer Facing role
3 years Call Center experience
Skills
Type and proficiency.
Minimum Required:
Superior Communication skills.
Strong Microsoft Office skills (Excel, Teams).
Profiency with technical troubleshooting of common computer-related issues.
Ability to learn new software quickly.
Excellent problem solving skills.
Customer relationship skills.
People relationship skills.
Preferred Level:
Manage customer issues, analyzing opportunities and providing system and process solutions that meet or exceed Customer expectations.
Proven record of successful Customer relationship skills.
Proven Communication skills.
Proven Operational experience.
Experience with SAP S4, Client.