Senior Representative - Customer Service

As a Senior Customer Service Representative, serving in a Sales Support capacity, you will respond to customer and supplier inquiries by telephone, e-mail or virtually to provide resolution. You will work with the customer assigned ISR to resolve complex or unusual requests and problems that may require a customized response and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow-up or additional information as needed. You will provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction. You may be assigned to support roles that are more complex or critical.

Responsibilities:

• Assist the ISR and OSR in building and maintaining business relationships with OEM customers by providing prompt and accurate service to promote customer loyalty.


• Support OEM customers by answering questions and concerns, as well as handling customer account inquiries and complaints which are escalated from other departments.


• Research and resolve customer problems, acting as the customer liaison between other departments when necessary.


• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.


• Maintains records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.


• Back-up support to Inside Sales. 


• Initiate / track / resolve supplier orders. Monitor pricing and/or freight variances


• Manage all supplier Special Pricing Programs in support of OEM customers, ensuring there are accurate, active and renewed as needed. 


• Mediate all Invoice disputes with OEM customers


• Weekly Validation of all Physical Inventory allocated to OEM customers


• Warehouse support as needed (receiving, shipping, delivery, stock management)


• Timely and effective correspondence for customer needs. 


• Monitor projects on a granular level


• Escalate critical and unresolved issues to ISR, OSR & OEM leadership as needed.


• OEM Customer based Inventory Management Services as needed


• Share identified product or service upsell opportunities with sales team 


• Prepares for, attends, and participates in weekly OEM sales meetings.

Qualifications:

• High School Degree or Equivalent required; Associates’ Degree (U.S.)/College Diploma (Canada) preferred


• 5+ years of relevant experience


• Strong time management skills required, including ability to prioritize customer issues and resolve with positive outcomes


• Solid interpersonal skills that allow one to work effectively in a diverse working environment


• Able to effectively communicate both verbally and in writing


• Able to work well under pressure


• Strong attention to detail


• Able to handle customers sensitively, tactfully, diplomatically, and professionally at all times


• Proficient computer skills including familiarity with MS Word, Excel, and e-mail

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