The primary role of the Customer Support Representative is to provide exceptional day-to-day customer service to all of our customer contacts and support other members of the customer support team. The Customer Support Representative will handle the day-to-day order entry and will report directly to the Customer Support Manager.
KEY ACCOUNTABILITIES & RESPONSIBILITIES:
- Accurately and efficiently complete data and order entry.
- Provide customers with prompt, clear and thorough assistance via email and/or MS Teams.
- Resolve customer concerns effectively and efficiently, in a professional and customer centric manner, using the proper escalation process when necessary.
- Liaise with other internal departments to resolve any issues that may affect customer orders.
- Receive, process and verify customer purchase orders through e-mail and/or EDI.
- Provide customers with confirmation numbers, order status updates or requested information, as needed.
- Generate order labels on a specific customer need basis.
- Provide pro-forma invoices for international customers and follow up regarding confirmation of the pro-forma.
- Help maintain customer master database and communicate changes to appropriate personnel and/or departments. Observe at all times client confidentiality and company policies for data protection and security.
EXPERIENCE & EXPERTISE REQUIREMENTS: The ideal candidate will possess:
- At least 5 years of experience in a customer care environment, preferably in the health and beauty or consumer products industry.
- Bachelor's degree preferred.
- Demonstrated appreciation and understanding of the importance of customer care as a function of the business.
- Articulate with exceptional verbal and written communication skills, including a high standard of spelling and grammar.
- Excellent follow up skills.
- Outstanding interpersonal skills and the ability to build and maintain relationships with all internal departments as well as external parties.
- Excellent work ethic with a do what it takes to get the job done mentality.
- Strong sense of urgency.
- Self motivated with a drive to deliver the best.
- Willingness to contribute ideas within a team to improve customer experience.
- Exceptional organizational skills and the ability to prioritize in a fast-paced, rapidly changing environment.
- Keen eye for detail and organization.
- Experience with Microsoft Office applications, including strong Excel skills.
