Customer Solutions Representative I

Edmund Optics • Tucson, AZ

2h • $18 - $20

About The Position

Delivers exceptional customer service with a friendly, positive, and professional demeanor. Efficiently manages intricate customer order processing with a strong focus on accuracy and attention to detail. Proactively responds to customer inquiries, resolves complaints, and provides timely updates on order status. Demonstrates strong problem-solving abilities to identify effective solutions while supporting customers across multiple channels.
Location and Hours: This position is open to candidates based in either Tucson, AZ or Cherry Hill, NJ. Standard working hours are 8:30am - 5:00pm (Tucson) or 11:30am - 8:00pm (Cherry Hill), Please note that during Daylight Savings Time, Tucson hours will shift to 9:30am - 6:00pm to align with Eastern Time.

Requirements

• PC proficiency: Intermediate to advanced skills in MS Word, Excel, email applications and ERP systems.
• Communication skills: Excellent written and verbal communication; demonstrates professional telephone etiquette.
• Organizational skills: Highly organized with strong attention to detail.
• Typing proficiency: Accurate typing at 40 WPM or higher.
• Intricate order entry knowledge: Working knowledge of current policies and procedures for accurate and efficient data entry.
• Teamwork: Works productively with others in a team environment; encourages open communication, actively listens, and seeks to understand multiple points of view.
• Customer interaction: Greets callers, establishes rapport, projects a professional tone, handles complaints effectively, and records statistics for each call.
• Multitasking: Ability to efficiently manage multiple tasks in a fast-paced environment while maintaining accuracy and quality.
• US Citizenship or permanent residence required.
• High School diploma or equivalent; minimum of two (2) years related prior work experience.
• Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

Responsibilities

• Review customer concerns, evaluate potential options, and develop an effective solution to ensure customer satisfaction.
• Receive inbound customer correspondence which may result in: Accurately entering customer orders into the system.
• Processing catalog requests and ensure timely fulfillment.
• Preparing quotations based on customer specifications.
• Researching and providing updates on the status of existing orders.
• Providing detailed product information, including pricing, availability, and technical details.
• Resolving customer service issues promptly and professionally to ensure customer satisfaction.
• Processing customer returns and backorder information requests while coordinating with the appropriate departments and ensuring timely customer responses.
• Maintain customer information in CRM database: Ensure customer information is current, accurate and complete.
• Merge duplicate customer accounts.
• Contact customers to verify any address changes.
• Resolves returned package issues by investigating and coordinating corrective actions
• Files claims/tracers for lost or damaged shipments to ensure timely resolution and customer satisfaction.
• Daily report monitoring
• Reviewing daily quality reports and correction data.
• Monitors expedite order status and proactively provides customers with updates.
• Reviews credit hold report, contact customers regarding payment or account issues, and coordinate the release of orders once resolved.
• Reviews backorder report and communicate delivery date changes or availability updates to customers.
• Monitors and assigns work within shared tools and inboxes, including but not limited to: Web orders
• Sales Support emails
• The ability to handle complex customer inquiries, including processing and managing the following types of inquiries: Process and manage high-volume standard product quotation requests, using established pricing guidelines.
• Blanket order processing and management by updating customers proactively regarding any changes to order status, delivery schedules or product availability.
• Process Canada orders & quotations, ensuring accurate handling of currency distinctions between Canadian and US dollars.
• Process returns and monitors return queue.
• Conduct proactive outbound customer calls to drive sales, develop opportunities and enhance customer satisfaction. Types of outbound calls include but are not limited to: Customer and opportunity development to identify new sales or service opportunity.
• On Hold Orders to ensure timely processing.
• Quote follow up to provide follow ups and encourage order placement.
• Addressing Customer concerns to resolve issues quickly and professionally.
• Gather customer feedback to continuously improve the customer experience.
• Punctuality and attendance: Timeliness and regular attendance are required; report to your workstation and be ready to work at the scheduled time
• Customer support coverage: Provide consistent phone and chat coverage for the duration of the full work shift.
• Special account support: Ability to provide dedicated support for special customer accounts.
• Comply with federal, state, and company policies, procedures, and regulations
• Flexible shift coverage: Capable of providing coverage during special shifts with limited management oversight, including: Late shift
• Saturday shift
• Skeleton crew

Benefits

• Medical, Dental, and Vision Insurance
• Life, AD&D, Short and Long-Term Disability Insurance
• Generous Paid Time Off (PTO)
• Tuition Reimbursement
• 401(k) Retirement Plan with Company Match up to 3%
• Daycare and Gym Reimbursement
• Paid Parental Leave and New Mother Benefits
• Training and Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees