Customer Service Representative II

Trulite Glass & Aluminum Solutions•Indianapolis, IN

7d•$20 - $22•Onsite

About The Position

This role supports the organization by telephone, fax, or email by obtaining, analyzing, and verifying the accuracy of order information in a timely manner. This role ensures that an excellent standard of service and a high level of customer satisfaction are maintained.

Requirements

Proven working experience in customer service.
2-5 years of customer service or relevant experience and High School Diploma or equivalent required.
Must be able to multi-task, be organized, efficient, and accurate.
Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
Experienced user of Microsoft Office 365 suite.
Listening skills and data collection with attention to detail are essential.
Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Must pass criminal background check.
Ability to work full-time, and according to Branch Office needs, Monday through Friday 8AM – 5PM, overtime may be required.
Regular and predictable attendance, safe performance of tasks, and adherence to all safety policies and procedures are essential functions of the job.

Nice To Haves

Related glass and aluminum work experience preferred.

Responsibilities

Answer customer service calls within defined Key Performance Indicators.
Receives, prepares, and verifies the accuracy of orders from customers utilizing the company’s internal central workflow systems and customer purchase orders.
Initiates required action for response to customer service requests for new orders and change requests, including the accuracy of order/customer information and communicates changes to the appropriate departments.
Assists in proofreading entered orders and ensures that the correct information is being applied prior to final confirmation.
Collaborates with the scheduling/production department to make sure that the requested order(s) meet the customer’s expectations.
Handles or refers complaints of product or service failure to the appropriate department for investigation.
Conducts follow-up phone calls within 2 hours to respondents who have concerns or questions.
Prepares price quotations on items contained in the price book creates quotations as required.
Works with the sales, organization’s other branch/regional locations to resolve problems, facilitates solutions and enhance the customer service offerings.
Answers customer’s technical questions regarding products and services.
Attends regular customer service / branch meetings.
Support and participate in the organization’s continuous improvement program and product training courses.
Perform other related duties and provide back-up support to other group members as assigned by management.
Training team members on processes, products and service value.
Handle complex customer projects and issues.
Manages daily customer back orders.
Ensure correct warranties are distributed as requested.
Adhering to AR processes to meet internal and customer requirements.
Backup for processing of COD/CIA payments.
Maintains appropriate working relationships with internal and external customers.