Customer Service - Order Desk

ICOM AMERICA INC•Kirkland, WA

6d•$23 - $30•Onsite

About The Position

The Customer Service Department Representative will support ICOM product sales by receiving and processing order requests while demonstrating exceptional customer service. The Customer Service Department Representative will regularly interact with customers to ensure a positive experience. This position requires a reliable, organized, team-oriented person with a ‘can-do’ attitude. The ideal candidate will work with staff from all departments to ensure that the best practices are followed and customers are supported efficiently.

Requirements

Must be able to work independently with minimal supervision and demonstrate good decision-making and sound judgment.
Ability to prioritize fluctuating workload, execute tasks through completion, and adapt to changing priorities.
Excellent interpersonal, oral, and written communication skills.
Receive and diffuse customer issues while maintaining a positive attitude.
Superior organizational skills; demonstrate attention to detail, initiative, and follow-through are required.
Computer skills - knowledge of MS Word, Excel, Access, and Outlook.
Spanish speaking is required.

Nice To Haves

Proficiency, if not expertise and understanding, in Conference Platforms: Vonage, TEAMS, WEBEX, or other conference platforms
Proficiency, if not expertise and understanding, in Icom Operations and Procedures handbook (including all desk procedures)
Proficiency, if not expertise and understanding, in JD Edwards E1 software, B2B Website, Microsoft Outlook tools
Grow in their understanding of the company products and foster a good working relationship between Icom America staff, customers, and partners.
Interface and communicate with other departments and individuals on a frequent basis to ensure a smooth order flow as well as timely and complete solutions to customer service requests.
Time management and punctuality in attendance.
Ability to make suggestions, which result in improved order completeness and customer satisfaction.

Responsibilities

Receive and process customer quotes and purchase order requests via phone, fax, or e-mail
Processing of pro-forma invoices (international orders), backorder releases and blanket orders
Understand the steps to creating required customs documentation
Understand SLI and SED shipping documents
Possess the ability to communicate with various freight forwarders
Provide customers with product information, availability, and pricing
Inbound and outbound calling via Vonage phone system
Complete related paperwork and follow up as needed to ensure a smooth delivery of products
Process credit invoices (i.e., rebills, billing errors, freight reimbursements, rebates, and coupons)
Processing of credit card payments
Work closely with inter-office admin for domestic customers
Create training videos to be accessed and viewed by other department members
Answering incoming calls, sorting and distributing mail, filing as required, and duties as assigned
Cross-train within the Customer Service Department to achieve higher levels of expertise and experience.