Customer Service Representative I (56596)

Aiphone•Redmond, WA

9d•$22 - $25•Onsite

About The Position

Aiphone Corporation is a well-established equipment manufacturer in the security / intercom / access-control space and has a very strong reputation in the US and Canadian markets. The Customer Service Representative I at Aiphone provides quality customer service through order entry, answering customer inquiries over the phone, and responding to emails. In addition, Customer Service handles returns and repair order processing.

Requirements

High School Diploma or equivalent.
Minimum 2 years of customer service experience.
Typing minimum 40+ words a minute with 98% accuracy or higher.
Ability to communicate business-related and general information efficiently in verbal and written formats.
Self-motivated and well-organized. Self-study and personal motivation to learn and expand knowledge continually is vital.
Strong multi-tasking skills. Must be able to talk on the phone and work on the computer simultaneously and consistently throughout the work shift.
Proficiency in Microsoft 365 (Excel, Word, PowerPoint, and SharePoint) with knowledge of standard CRM database package and other software programs used within the company. Green screen software environment helpful.
Ability to maintain the pace of work despite distractions. Ability to work within a team and independently. Ability to maintain an organized schedule with competing priorities, executing plans within scheduled deadlines.
Ethical and professional behavior with colleagues, customers, and vendors, representing Aiphone’s highest standards.
Ability to foster an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
Openness to change; ability to adapt behavior or work methods in response to new information, changing conditions, or unexpected obstacles; ability to deal effectively with ambiguity.

Responsibilities

Accurately enter and verify customer orders, including pricing, quantities, shipping location, shipping method, and terms.
Complete data entry for all transactions and procedures with a high degree of accuracy, including but not limited to customer purchase orders, spare parts orders, repair requests, and return authorizations.
Provide accurate and complete information to customers on the phone and via email regarding account status, pricing, PO status, and product availability, using the correct tools and methods.
Take spare parts orders over the phone, which involves advising customers of pricing, freight method, applicable sales tax and collecting credit card information for payment.
Learn customer contracts, including but not limited to pricing levels, special discounts, contract exceptions, applicable sales tax, and collecting credit card information for payment.
Collaborate with sales, purchasing, shipping, and other teams to ensure seamless operations and customer satisfaction.
Perform and meet department and individual Plan, Do, Review (PDR) goals, as well as Corporate PDR goals.
Participate in weekly team meetings where procedures, updates, and ideas are discussed, and work toward our shared goal of continuous improvement.
Learning and understanding ISO procedures relating to the company and department. Participate in internal and external ISO audits.
Participate in technical training and cross training in other departments to have a greater understanding of the company and product line. This includes understanding how to navigate internal Sharepoint and the website, and be able to advise customers of available sales channels and resources.
Continuous professional self-improvement through seminars, classes, or other opportunities as appropriate.
Interact with co-workers as a team member. Interact with customers, Sales, Technical Support, Production, Shipping, Repair, and others as needed.