Customer Service Associate

ANCORP•Williston, FL

5d•Onsite

About The Position

The Customer Service Associate delivers exceptional customer service and support to ANCORP customers. Working under the guidance of the Senior Customer Service Associate, this role provides timely and accurate assistance, handles customer inquiries and concerns, and contributes to a positive customer experience. Strong communication and problem-solving skills, along with a customer-focused approach, help foster customer loyalty and satisfaction. The position operates in a technical, fast-paced, high-demand environment that can be stressful. Work is generally performed in an office environment with controlled heating and air conditioning and standard office equipment. This position has no supervisory responsibilities. Duties and responsibilities may change, and other duties may be assigned.

Requirements

Must be authorized to work in the United States without sponsorship.
High school diploma, GED, technical school graduate, or industry-recognized certification.
At least 12 months of customer service experience, preferably in a technical role with a data-entry background.
Strong knowledge of English and the ability to read and write fluently.
Technical inclination and ability to comprehend technical information.
Proficiency in Microsoft Office applications.
Intermediate math skills.
Ability to speak clearly and concisely and use appropriate phone etiquette with customers.
Ability to focus on customer needs and requirements.
Excellent verbal and written communication skills.
Ability to multitask, handle a stressful work environment, adapt quickly to changing demands, and manage a fast-paced workload.
Problem-solving ability and attention to detail.
Time-management skills and a goal-oriented approach.
Memory retention and active-listening skills.
Negotiation and persuasion skills.
Efficiency, thoroughness, dependability, and accurate data entry.
Pleasant and positive attitude, people skills, professionalism, and excellent work ethic.

Nice To Haves

Knowledge of technical drawings.

Responsibilities

Retrieve orders received through the web, fax, and email, and process them the same day.
Enter orders accurately and promptly in the ERP system.
Provide customers with product, pricing, technical specification, and shipping-date information.
Confirm orders with customers on the same day.
Obtain customer payment information and enter credit card information for processing.
Provide customers with order-status updates.
Interpret customer-supplied information and identify components that meet customer needs and specifications.
Prepare quotes for standard products and follow up with customers on quotes.
Upsell and cross-sell products.
Refer custom quotes to the Applications Engineer.
Set up new customers in the ERP system.
Process Return Material Authorizations (RMAs) as needed.
Attend daily status and bookings meetings as requested.
Run the daily sales and bookings report and send it to management.
Address customer concerns or complaints and follow up with customers regarding them.
Contact customers about shipping or payment issues.
Answer the phone within three rings.
Inform management of critical customer concerns, issues, or problems.
Communicate accurately and thoroughly with customers, employees, and management.
Work as part of a team, remain open to others’ views, and provide feedback when requested.
Develop detailed knowledge of the company’s product lines and manufacturing and shipping processes.
Perform other duties as assigned.