Order Customer Support Representative

Description

Summary

• This role provides dedicated support for Client Parts and Client Catalog customers by processing orders and by researching and resolving order-related issues using EPSC systems including SAP S4 Hana and Thirsty (Salesforce).
• Case management requires direct communication with customers, internal and external business partners, suppliers, and carriers.
• The OCSR is tasked achieving resolution within specified service level agreements.
• This is a teleworking position but a week or more of training may take place in the office.
• Schedule is Monday-Friday with hours of either 9:00am-5:30pm or 11:00am-7:30pm. Training hours may differ.

Key Activities

• Single point of contact for Client Parts and Client Catalog Customers
• Handle inbound phone calls via Genesys Cloud and emails from customers or internal stakeholders via Thirsty (Salesforce)
• Provide answers to order-related and part-related questions
• Communicate with the warehouse, suppliers, and carriers to root cause and identify solutions while adhering to CCP and Client Catalog business processes and policies.
• Create orders as needed to meet customer requested arrival dates
• Meet or exceed performance metric goals for quality and speed
• Recommend systems and process improvements
• Assist with special projects as needed.

Key Skills

• Customer focus
• Communication
• Attention to Detail
• Problem solving
• Building collaborative relationships
• Knowledge of and experience with Thirsty (Salesforce), SAP Supply Chain S4, Genesys Cloud, and Client desired.
• The ability to quickly become proficient in systems is required.
• Ability to balance speed with quality while managing up to 30 ongoing cases at any given time.
• Commitment to and passion for continuous improvement.
• Ability to operate independently and maintain high productivity with minimal daily supervision.

Systems used:

• Thirsty (Salesforce), S4 SAP Supply Chain, Client, Client Catalog, Excel.

Type of activities managed

• Enter orders upon request
• Change, correct, cancel orders as needed
• Approve and create returns and credits
• Answer questions regarding parts, POS items, and related policies/procedures
• Research, root cause, and resolve order-related issues including damaged/defective items, inaccurate shipments, and transportation issues
• Assist customers with website registration, navigation, and issues
• Identify and correct issues preventing orders from progressing through the system
• Perform uploads for large orders and returns

QUALIFICATIONS

• List the minimum and preferred levels of Education, Experience, and Special Skills needed to perform the responsibilities of the position.

Education

• High School diploma; GED equivalent

Preferred Education Level:

• Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience

Experience

• 1 year in customer-facing role
• 1 year call center experience

Preferred Level:

Preferred experience Level

• 3 years in customer-facing role
• 3 years of call center experience