Customer Service Representative 1

Nice/SpeakerCraft Audio Solutions•Olive Branch, MS

8d•$17 - $20•Onsite

About The Position

The Customer Service Representative 1 (CSR1) processes orders, responds to customer inquiries by email and phone, and processes stock adjustments and return authorizations for merchandise received from customers, sales representatives, or company employees. The role performs these duties in accordance with Quality and Brand standards and follows customer issues through to resolution. The position is fully onsite in Carlsbad, California, or Olive Branch, Mississippi. The schedule is Monday through Friday, 7:00 a.m. to 3:30 p.m. Pacific time or 9:00 a.m. to 5:30 p.m. Central time. Pay is $17.00–$20.00 per hour, depending on experience and location.

Requirements

Associate degree or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or an equivalent combination of education and experience.
Demonstrate excellent customer service and courtesy skills in email communications.
Ability to solve practical problems and handle varied situations with limited standardization.
Ability to interpret written, oral, diagrammatic, or schedule-form instructions.
Advanced written and oral communication skills, attention to detail, and strong organizational skills.
Ability to adapt to changing priorities and work with a sense of urgency.
Ability to maintain attendance within the company's established attendance policy.
Ability to multitask, set project priorities, and establish personal department or discipline goals and objectives.
Computer literacy, including intermediate proficiency with Microsoft applications such as Excel, Word, and PowerPoint.
Positive attitude, self-motivation, and eagerness to succeed.
Ability to meet the stated physical demands, including sitting at a computer for 90% of the time, walking or climbing 5% of the time, and light to moderate lifting.
Comfort working in an office environment with moderate noise levels.

Nice To Haves

Spanish language skills.

Responsibilities

Enter accurate data into computer systems, including contact information, sales orders, and case records.
Respond to customer requests by email, determine the nature of each request, create an order, case record, or voice-of-customer record as appropriate, and follow the issue through to resolution.
Investigate short shipments, mis-shipments, and lost shipments, and initiate credit memos, debit memos, returns, or replacements when applicable.
Use computerized data to quote product availability from inventory levels.
Use computerized data to provide lead times for back-ordered products within department standards.
Communicate special service needs and customer requests to management by email.
Coordinate with Accounting and Operations by email to support customer satisfaction.
Refer sales leads and requests for customer or product information, including pricing, to the appropriate Regional Sales Manager.
Soft-sell Nice North America products.
Work closely with sales team members to ensure prompt attention to customer matters in each region.
Ensure customers are aware of and follow the Return Policy and other relevant procedures.
Understand, support, and perform work according to established procedures, methods, and requirements.
Implement and maintain department policies and standards.
Support Strategic Account partners by phone and email with orders, inquiries, and additional requests.
Provide reception coverage as scheduled.
Meet assigned team and individual key performance indicators and metrics for phone calls and emails.
Perform other related duties as required or assigned.