Description
Essential Job Functions
Demonstrates SoundOff Signal's Core Values daily with interactions with internal and external customers.
Provides information to customers, answering questions, and solves problems to ensure customer satisfaction
Responsible for day-to-day entry of customer purchase orders and credit card orders
Phone calls-In coming/outgoing.
Daily interactions with Inside and Outside Sales Reps, Shipping, Materials, Tech Services and Accounting.
Responsible for processing sales orders in M2M and Salesforce, including OEM EDI.
Acts as the main point of contact and interface between the company and our customers.
Generate and maintain daily sales reporting.
Enters customer and account data by inputting alphabetic and numeric information on keyboard according to screen format.
Assist sales staff with clerical support needs.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
Provide quality service and support in a variety of areas including, but not limited to:
Billing, placing print orders, and system troubleshooting
Troubleshoot customer issues over the phone.
Use automated information systems to analyze the customer's situation.
Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both the customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
Responsible for compiling and generating reports as they relate to customer service surveys.
Able to perform job consistently without excessive absenteeism or tardiness.
Other duties as assigned.
Knowledge/Skills/Abilities
Excellent written and verbal communication skills.
Excellent customer service and interpersonal skills. Must be able to positively handle conflict and customer issues.
Excellent organizational and problem solving skills.
Excellent telephone etiquette.
Detail-oriented and thorough.
Able to follow and understand work instructions.
Ability to successfully multi-task.
Strong attention to detail and thorough typing and data-entry skills.
Physical/Mental/Sensory
Requirements
Able to lift up to 20 lbs.
Able to sit for long periods of time.
Able to bend/twist and reach a limited amount of time.
Working Conditions
Mostly office environment including:
Light Manufacturing Environment
Little to Medium noise level
Moderate temperature ranges.
Minimum Requirements
(Education, Experience, and Certification)
High School Diploma.
MS Office Suite programs (especially Excel & Word)
Minimum 2 years customer service experience
Minimum 2 years of clerical experience (especially data entry)
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence with respect to treating and caring for Customers.
Ability to communicate clearly and professionally, both verbally and in writing.
Has \"thick skin\" and is able to handle complaints and unpleasant customers.
Has a pleasant, patient and friendly attitude.
Strong decision making and analytical abilities.
Strong detail orientation and communication/listening skills.
Willingness to work a flexible schedule and occasional overtime when needed.
Possess a strong work ethic and team player mentality.
Customer Management Software/Salesforce
Made to Manage Software helpful
It is the policy of SoundOff Signal to extend equal employment and advancement opportunities to all qualified individuals regardless of their race, color, age, sex, pregnancy, gender or gender expression, disability, genetic information, religion, national origin, ethnic background, marital status, height, weight, sexual orientation, miltary or veteran status, citizenship, protected activity (i.e., opposition to prohibited discrimination or participation in the statutory complaint process), or any other legally protected group.