Customer Service Rep II

Hubbell • Manchester, NH

104d

About The Position

In an organization known for its world-class customer service, answer live incoming customer queries by phone, chat, and email. The role involves servicing approximately 80-100 customer contacts per day, providing price and availability, order status, and general customer information upon request. You will interpret and communicate information from the ERP system and customer portal to customers, process, resolve, and expedite orders, and collaborate with team members to balance out workload leading to a fast, high-quality response for the customer. Maintaining composure, empathy, and a positive attitude in an extremely fast-paced team environment is crucial. You will also collaborate with order resolution, technical service, product management, sales, quality, warehouse, planners, and buyers as needed in service of the customer. Participation in an on-call rotation (approximately 4 times per year) is required. You will code calls/emails/chats to accurately reflect interaction type, complete customer spreadsheets and other special notifications, utilize strong technical knowledge to handle more advanced product-related inquiries, look up special pricing agreements, create quotes as permitted within pricing guidelines, facilitate the creation of customer order reports, and manage key accounts, challenging accounts, and challenging salespeople.

Requirements

• SAP, SALESFORCE experience preferred
• Experience working with customers to solve problems
• High School Diploma in General Studies

Responsibilities

• Service approximately 80-100 customer contacts per day
• Provide price and availability, order status, and general customer information upon request
• Interpret and communicate information from ERP system and customer portal to customers
• Process, resolve, and expedite orders
• Collaborate with team members to balance out workload leading to a fast, high-quality response for the customer
• Maintain composure, empathy, and positive attitude in extremely fast-paced team environment
• Collaborate with order resolution, technical service, product management, sales, quality, warehouse, planners, and buyers as needed in service of the customer
• Participate in on-call rotation (approximately 4 times per year)
• Code calls/emails/chats to accurately reflect interaction type
• Complete customer spreadsheet and other special notifications
• Utilize strong technical knowledge to handle more advanced product-related inquiries
• Look up special pricing agreements and convey accurate price to internal and external customers
• Create quotes as permitted within pricing guidelines
• Facilitate creation of customer order reports
• Manage key accounts, challenging accounts, and challenging salespeople

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees