- 194356 - Customer Care Representative
- Up to $19.50 DOE
- 12 mos
- Chipton-Ross is seeking a Customer Care Representative for an opening in Hillsboro, OR.
The Customer Service Team, located in our Hillsboro, OR facility, provides customer facing support to the field engineering team of the Materials and Structural Analysis Group (MSD) and external customers in a high volume customer service environment.
Enter orders as they are received via fax, email and/or phone as assigned by management; perform quality verification of customer shipping information, order details, and pricing. Answer customer calls through a phone queue in a professional and timely manner. Update customer information (e.g. address, billing information, etc.) and submit the information to the Data Maintenance group. Reallocate products to ship from other warehouses as necessary. Update customers with product availability information. Respond to customer inquiries via email and phone in a professional manner; provide information within the area of assignment in an efficient and timely manner. Document customer complaints in the ERP system in a timely manner to ensure customer satisfaction and problem resolution of service/product. Provide internal customer support for field sales personnel. Respond to and maintain customer service email folder. Utilize different resources as needed in client intranet. Perform all the essential functions of the Order Entry Representative. Perform other duties as assigned. Report any actual or potential safety hazards to the Supervisor, Human Resources, Safety Specialist or Senior Management. A Customer Service Representative (CSR) who has demonstrated the capacity for increased responsibility, based on mastery of the essential job functions, and superior performance, based on productivity and quality evaluations, may be considered advancement and add the following functions as necessary to meet the needs of the business.
Act as a mentor to and provide support to less senior CSRs. Create deliveries and print invoices. Allocate products for backorders. Maintain fax server database. Respond to customer service voicemail and email requests for information including document requests for technical documents. Prepare daily/weekly reports as requested by management.
Requires at least 2 years of experience in high volume call center or in a service operations environment or equivalent combination of education and experience. Requires outstanding problem solving, follow-through, attention to detail and organizational skills. Ability to multi-task in an extremely fast paced environment. Moderate excel, word, and access database skills. Excellent typing, 10-key speed and accuracy rate. Ability to maintain professionalism and courtesy under pressure. Critical soft skills include self-motivation, the ability to multi-task and remain composed under pressure, professionalism, written and oral communication skills, and strong team and customer orientation. Consistently communicates with customers, peers, and other client employees in a helpful, friendly, and professional manner.
Possess good communication, writing, and problem-solving skills. Possess basic knowledge in math and ability to read. At least one year inbound call center / customer service experience. Must have previous experience with Word, Outlook and Excel.
Participates in improvement initiatives and team building activities within customer service and across functional areas of core integration. Accurately process high volumes of part orders and service requests, including but not limited to part location and price determination, accurate cost and revenue account reflection, regular follow up with engineers and client inventory management to ensure the customer's needs are met successfully and promptly. Prepares accurate pricing of part orders and returns based on factors such as foreign currency conversion rates, contract type and coverage, special customer discounts, part type category and subjective data from field service engineer as to reason for current part issue. Ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires solid understanding of cogs accounts, service types and service areas both internal and external to the client. Determines shipping method based on numerous factors including part size and weight, contractual agreements with the customer, severity of system issue, and preferred carrier. Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution. Maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems. Issues quotes for parts sales as requested by customers and field service engineers. Maintains professionalism in working relationships with team, customers and others within the company. Role model for newer team members in how to communicate well in all situations. Ensure all areas of personal responsibility are handles promptly, accurately, and with outstanding customer service.
Accredited High School Diploma/GED
Shift: 8-5 M-F
Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.
420 Culver Boulevard
Playa Del Rey, CA 90293
Phone: (310) 414-7800 x307 or (800) 927-9318 x307
Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.
Employment will be contingent on candidate clearing pre-employment drug screen and background check.
Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.