Business Support Representative

Wis-Pak, Inc.•Windsor, WI

2d•Onsite

About The Position

This position is responsible for providing excellent support and service to external and internal customers. This position will interact with all departments within the Company. Developing and maintaining a strong working knowledge of each department’s responsibilities is essential to success as a Business Support Representative. Primary duties involve answering incoming calls and determining appropriate action required to satisfy the needs of external and internal customers. Documenting customer inquiries and requests, follow-up issues, and resolutions to ensure proper handling and closure of inbound calls. Prompt, courteous and accurate dispatching of customer equipment repair calls to the Field Service Techs and related proper recordkeeping of such calls. Ensuring and drive efficient service dispatch through proper IFS processes and tools. Retailer portal maintenance, support and suggestive selling. Outbound telephone calls to establish a consistent, friendly process to obtain, upsell and process orders when appropriate. Supporting shareholder services. Other duties as assigned by the Sales Support Supervisor and Manager to support the Company’s mission of “profitable growth through the sale and distribution of refreshing beverages, innovative customer-focused marketing programs and superior customer service”. Through internal and external superior customer service, the Business Support Representative can help the Company achieve its vision to be the pre-eminent sales and distribution organization.

Requirements

Possess excellent communication and interpersonal skills including persuasive and diplomatic skills.
Experience in customer service, inside sales and/or knowledge in beverage sales and beverage equipment areas.
Must possess strong problem-solving, follow-up skills and basic mathematics knowledge.
Excellent telephone etiquette and customer service skills.
Ability to handle multiple projects and meet deadlines.
Strong organizational skills and ability to sit for prolonged periods.
Excellent understanding and use of Microsoft Office software.
Ability to speak, read, and write the English language.
Working knowledge of Tel-Sell equipment and switchboard operations.
Ability to work well with other employees and departments.

Responsibilities

Answering incoming calls and determining appropriate action required to satisfy the needs of external and internal customers.
Documenting customer inquiries and requests, follow-up issues, and resolutions to ensure proper handling and closure of inbound calls.
Prompt, courteous and accurate dispatching of customer equipment repair calls to the Field Service Techs and related proper recordkeeping of such calls.
Ensuring and drive efficient service dispatch through proper IFS processes and tools.
Retailer portal maintenance, support and suggestive selling.
Outbound telephone calls to establish a consistent, friendly process to obtain, upsell and process orders when appropriate.
Supporting shareholder services.
Other duties as assigned by the Sales Support Supervisor and Manager to support the Company’s mission of “profitable growth through the sale and distribution of refreshing beverages, innovative customer-focused marketing programs and superior customer service”.