Client Service / Order Entry

Apogee Components•Colorado Springs, CO

3d•Onsite

About The Position

Client Servicing is the frontline role for Apogee Components and the first point of contact for customers. The role requires data entry, customer service, and sales skills to process orders and upsell products. Success measures Customers get fast, accurate responses and clear next steps. Orders are entered with high accuracy (minimal corrections and downstream exceptions). Escalations are routed correctly with complete context and documentation. Customers receive consistent communication on order status and issue resolution. The inbox, phones, and walk-ins are handled without dropped balls during peaks.

Requirements

Systems oriented
Problem solving
Technical skills (intermediate computer skills)
Customer service focus
Interpersonal skills
Oral communication
Teamwork
Quality focus and attention to detail
Time management
Dependability
Innovation
Judgment
Motivation and independence
Planning and organizing
Quantity and efficiency focus
Knowledge of internet and email applications
High school diploma
Non-smoker (odor-free environment)
Friendly and outgoing
Handles interruptions well
Clean, good personal hygiene
Comfortable around a dog in the building

Responsibilities

Backup order entry and customer service coverage
Answer and send customer emails
Answer phones
Assist walk-in customers
Support escalated customer issues
Backup: school purchase orders (paperwork and follow-up on payments)
Answer incoming phone calls and route to the appropriate person.
Check phone messages each morning and respond or route.
Respond to all customer, vendor, and stakeholder emails and route as needed.
Process daily customer purchases in the computer system, including credit cards and other payments.
Maintain accuracy, quality, and integrity of data entered.
Take customer orders by phone and attempt to upsell products and services.
Process RockSim license files.
Greet visitors and support walk-in sales.
Maintain store displays so they are attractive, clean, and well-stocked.
Follow up with customers receiving products by mail.
Coordinate with Order Fulfillment so order status is known and can be communicated.
Call dealers and distributors to support replenishment.
Track where customers learned about Apogee.
Collect, tabulate, and report customer survey results.
Distribute incoming mail and packages.
Interface with credit card processors to resolve disputes.
Generate weekly and monthly sales and tracking reports.
Continuously build product knowledge to make good recommendations.
Back up sensitive customer information.
Secure the work area and facility at day's end if last to leave.
Compliment customers at least once per interaction.
Maintain a clean and safe work environment.
Wear appropriate attire for customer-facing work.
Update and maintain the operations manual and participate in reviews at least twice per year.