Customer Service Support Level 2

Summary:

• Under general supervision, edit, analyze, and interpret moderately complex incoming orders for a wide scope of product lines from customers, sales representatives, and distributors to clarify terminology or supply missing information.
• Check pricing, inventory stock, and discounts, customer information and location, shipping instructions, etc.
• Coordinate pricing of special items with job quotes.
• Clarify order information or correct discrepancies as needed.
• Maintain all required records regarding price, discounts, product information, etc.

Additional Duties and Responsibilities:

• Determines and schedules orders according to urgency.
• Order entry.
• Contacts outside sales force and/or customers to resolve questions, pricing, or missing data on orders.
• Resolve customer complaints and issues via phone, email.
• Reach out to customers to verify and update account information.
• Taking customer calls for US and Canada thru Call Center.
• Greet customers warmly and ascertain problems or reason for calling.
• Assist with placement of orders, cancelling orders, return requests and/or warranties issues.
• Suggest solutions when a product is out of stock – substitutions.
• Attempt to persuade customer to reconsider cancellation.
• Assist customers on how to use B2B portals.
• Work with MPR Controllers and/or Shipping to make sure we meet the customer's demand.
• Issue RMAs.
• Back-up for Canada Customer Care.
• Other duties as assigned by the Customer Service Manager.

Qualifications:

• Applicant must have computer aptitude and basic knowledge of Microsoft Office, strong typing skills, good communication skills, detail oriented, and ability to work well with others.
• Must portray a positive and energetic attitude when dealing with customers.
• Hands-on experience in reviewing, updating, or making changes to customer accounts.
• Able to handle returns and complaints effectively.
• Proven ability to determine answers and solutions quickly.
• Proven ability to work in face pace environment.

Desired Qualifications:

• Experience with the SAP.
• Experience in the industrial motor control industry.

Skills:

• Typically requires no previous related experience. Applies acquired job skills and policies and procedures to complete assigned tasks.

Education:

• High School