Customer Service Agent
Work Mode : Hybrid
Location : Bristol, PA or Kohler, WI
Customer Service Agents (East, Central, West / Canada) manage their area’s Business to Business and Business to Consumer needs.
Responsible for the following within established policies, procedures and parameters.Minimal guidance.Self-sufficiency a must.
Demonstrates proficiency in competencies, while promoting their importance.
Project Management Act as a backup to the Customer Service Agent II for the following task : VIP orders.
Responsible for the following within established policies and procedures : Order Management : Perform maintenance, create ship-tos, provide status on open orders, make inquiries for new issues and communicate for all orders.
Bring expediting requests and challenging situations to the Customer Service Agent II and / or the Manager Service Products.
Also responsible for the proactive order management of key accounts.Claims resolution and returns : Proficient in claims management (RGAs, Credits).
Chargeback Letters : Complete form letter for short payments.Special Projects : Periodic special team involvement.
Technical AssistanceFacilitate technical / troubleshooting communication between Customer Service and Engineering and / or Manufacturing.
Understands and promotes the use of electronic tools, such as Extranet and electronic data interchange (EDI), CRM, KCIC, Salesforce.
Building relationships with customers through conference calls, distributor conferences, customer training, and occasional travel to customer locations.
Recommends continuous improvement areas to streamline and / or improve the customer service function, while still providing a white glove experience to our customers.
Covers front desk phones on a regular enough basis to remain proficient on all front desk processes.
Project management Regular monitoring, tracking, and coordination of projects (quotes and orders; standard and custom), VIP orders, and escalated issues.
Partner with sales team on quotes / orders manage details to get to approved drawings, PO, PCIs set-up in SAP, pricing in SAP, etc.
Provide Top 20 Customer Showroom Design Services (using KDS / Robern Visualizer / CAD).
Skills / Requirements
High School diploma required, 2-4 year degree preferred.
Demonstrates proficiency in order management, SAP, CRM, Microsoft Office.
Some Customer Service or Hospitality experience preferred.
Some Salesforce experience preferred.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.