Position Overview
In an organization known for its world-class customer service, answer live incoming customer queries by phone, chat, and email.

Duties and Responsibilities

• Service approximately 80-100 customer contacts per day, inclusive of phone email and chat interactions
• Provide price and availability, order status, and general customer information upon request
• Interpret and communicate information from ERP system and customer portal to customers
• Process, resolve, and expedite orders
• Collaborate with team members to balance out workload leading to a fast, high quality response for the customer
• Maintain composure, empathy, and positive attitude in extremely fast-paced team-environment
• Collaborate with order resolution, technical service, product management, and sales, quality, warehouse, planners, and buyers as needed in service of the customer
• Participate in on-call rotation (approximately 4 times per year)
• Coding of calls/emails/chats to accurately reflect interaction type
• Complete customer spreadsheet and other special notifications
• Utilize strong technical knowledge to handle more advanced product-related inquiries
• Facilitate creation of customer order reports
• Manage key accounts, challenging accounts, and challenging salespeople

Core Competency Requirements:

• Customer Focus
• Strategic Thinking
• Business Knowledge
• Functional Excellence
• Integrity & Ethics
• Results Drive/Initiative
• Communications
• Professional Maturity
• Establishes Priorities
• Builds Talent
• Team Leadership

Education

• High School Diploma or GED

Required Skills:

• One to three years customer service experience
• Strong written and oral communication skills

Preferred Skills:

• Good familiarity with Call Center environment
• SAP and Salesforce experience preferred
• Experience working with customers to solve problems

Job Type: Full-time

Pay: $42,000.00 - $47,600.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Hybrid remote
• Office

Ability to commute/relocate:

• Manchester, NH 03109: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Manchester, NH 03109

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