Domestic Customer Service Representative Job in Boston North 01824, Massachusetts US
Job Title: Domestic Customer Service Representative III
Reports To: Customer Service Supervisor
Group/Division: Water Analysis Instruments/Environmental and Process Instruments
Career Band: III
Job Track: Professional
Position Location: Beverly/Chelmsford, Massachusetts
Day/Shift (if applicable): Day
Primary Function: To provide the highest level of customer service support while working with minimal supervision. Act as the key internal interface between the customer and operations while assisting the organization to meet and maintain its overall customer service/satisfaction objectives in the most cost effective manner possible.
Provide excellent, supportive customer service by phone or email. Exceed the customer's expectations. Proven willingness to put the extra effort in for a customer; internal/external. Relevant customer support experience preferred.
Job Duties:
• Works with minimal supervision or independently to perform excellent customer service functions such as assisting customers with status and expediting of orders and customer order related issues: i.e. status, changes, cancellations, and deviations. Pro-actively seek cost effective solutions to meeting customer needs.
• Works with minimal supervision as liaison between departments in communicating and disseminating all relevant information, changes, and updates pertaining to customer needs. Ensure competencies on Job Description are all met, these cross-functional responsibilities will be assumed on a regularly scheduled basis.
• Excellent written and verbal communication skills.
• Diplomatic, adaptable and collaborative are key competencies of a CS Level III.
• Provides back up for team lead position when needed.
• Works on independent projects, as assigned.
• Assist, where applicable, customer with order placement and keying orders.
• Communicate sales leads to selling representative, when appropriate.
• Assist sales representatives. Pro-actively work with customers to ship on a timely basis.
• Under direction of Management, coordinate the RMA credit process for the return of orders, verifying and correcting pricing issues on orders that are received in-house.
• Assist in resolving issues concerning, but not limited to; short shipments, miss-shipments, freight adjustments and expediting past due orders; and assist the service department in issuing warranty replacement orders and the shipping department in issuing freight claim replacement orders.
• Additional duties may include all or some of those outlined on the CS Rep – Level I II job descriptions.
Job Knowledge:
Product/industry knowledge strongly preferred, be skilled in the use of computers, phone systems, strong organizational skills, positive attitude, and have the professional mannerisms to hold oneself in any customer situation. Individual must be detail oriented, excellent communicator, be self-motivated and work effectively in a multi-task environment. Must be able to work with minimal supervision; team leader.
Experience Requirements:
• Three to Five years’ customer service experience preferred. Past lead or supervisory experience a plus. Associates degree or equivalent experience.
• Must have excellent communication skills; both written and verbal. Computer skills in Microsoft Office suite of products. ERP or SAP preferred. Ability to assimilate product knowledge.
• Has knowledge of commonly used concepts, practices, and procedures within the customer service field.
• Demonstrates ability to manage time, complete detailed tasks and handle multiple tasks simultaneously.
• Able to use established guidelines and independent judgment to perform the job functions.
• Able to lead a customer service call center team. Train Representatives on processes and procedures.
• Ensure that corporate terms and conditions are being followed by CS team
Responsibility for Equipment: Use of computer and phones within company policy.
Responsibility for Material or Product: Management of correspondence with various customers, selling partners, and internal personnel within different departments. Manage order filing and correspondence filing per SPX record retention policy. Obtain necessary approvals and documentation to address customer concerns appropriately.
Responsibility for Others: Coordination with sales representatives, fellow customer service representatives and customers, are of the utmost importance.
Working Conditions: Office environment, team atmosphere.
Education: Associate
Job Level: Experienced
