Aftersales Support Administrator

BendPak Inc•Mobile, AL

1d•$15 - $18•Onsite

About The Position

The Aftersales Support Administrator plays a crucial role in our Call Center team. You bridge the gap between our Call Center staff and our customers. You are the difference between a happy, informed, satisfied customer and a dissatisfied customer who is about to leave a bad review. This position supports our Call Center Customer Service Specialists, T1 Parts and Technical Support Specialists, Call Center Leads, and Senior Technical Leads and all their customer interactions. This role requires you to interact with hundreds of customers each week across the country via phone, chat, text, email, and in-person to follow up with them and keep them updated on their support, service, and product issues, as well as support, service, product, and order tracking questions, all while ensuring a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Requirements

High School diploma, general education degree or equivalent is required.
1+ years’ experience in Customer Service, Call Center, Order Processing, or related field
Excellent knowledge of MS Office, including MSOutlook, MS Word, and MS Excel
Working experience of relevant computer applications and general Internet use
Ability to type 45-60 WPM with 95% accuracy.
Professional communication and oral skills required, most importantly writing and grammar accuracy.
Professional demeanor.
Comfortable performing repetitive tasks.
You have a positive and professional attitude
You’re proactive about finding answers
Highly motivated and target-driven
Strong listening skills
Problem analysis and problem-solving
Demonstrated high-level attention to detail and accuracy.
Strong data collection and order entry skills
Customer service orientation
Ability to analyze and research data and resolve discrepancies.
Ability to employ deductive reasoning and critical thinking skills.
Ability to seek out information and resolve issues.
Ability to calculate and process information quickly and accurately.
Effectively organize, prioritize, and handle multiple tasks to meet recurring deadlines.
Learn new concepts quickly and accurately.
Comfortable working autonomously and independently but within a team in a fast-paced environment
Able to consistently meet the Company’s expectations of attendance and punctuality

Nice To Haves

Some college preferred.
Working knowledge of ERP programs, SAGE, SAP, ORACLE, INFOR, LAWSON, etc. a plus
Working Knowledge of customer service ticketing systems, Zendesk, Freshdesk, Jira, etc. a plus
Working Knowledge of CRM programs, Goldmine, Pipedrive, Salesforce, etc. a plus

Responsibilities

Communicate comfortably and confidently over the phone, chat, text, email, and in person(if needed).
Monitor and manage customer situational requests and resolutions using a ticketing system.
Monitor and manage support tickets in the 'Waiting on Customer' status, engaging with customers to obtain necessary information or actions to advance ticket resolution.
Oversee tickets marked as 'Follow-up Pending', ensuring timely follow-ups are conducted and customers are kept informed of their ticket status.
Track the progress of tickets and provide updates to customers, maintaining a high level of communication and service.
Coordinate with service centers regarding 'SVC Scheduled' tickets, ensuring services are executed as planned and any issues are promptly addressed.
Conduct follow-ups with customers after their support tickets are closed to gather feedback, resolve any lingering issues, and ensure customer satisfaction.
Liaise with service centers post-service to confirm quality and completion of work, and to maintain strong partnerships.
Develop and maintain a follow-up schedule to ensure all tickets are attended to in a timely manner.
Record and update customer interaction in the CRM system, providing detailed notes and next steps.
Collaborate with the customer service team to identify areas for process improvement based on customer and service center feedback.
Problem solve by researching within databases, email exchanges, the internet, and appropriate personnel throughout the company.
Enter orders into company ERP system.
Support the customer service team in achieving departmental goals and maintaining high customer satisfaction levels.
Support the Customer Service and Technical Support groups by acting as the overflow call group and fielding any calls that come through this call queue in a professional, friendly, and efficient manner.
Process large amounts of information accurately and in a timely manner.
Provide customers with tracking information via phone, text, chat, or email.
Communicate with customers about issues with their product, either new, old, under warranty or out of warranty.
Conduct follow-up communication on customer support tickets in various stages.
Enter all notes and touchpoints relating to service calls into the customer service ticketing system.
Perform other duties and tasks as assigned