Summary:
Supports customer by handling all inbound telephone calls and e-mails, performing data entry of customer information and verification of account status. Acts as primary point of contact for customers seeking information, documentation, parts, and service. Routes calls and requests to the proper team or individual. Create orders and deliver documents when needed.
Essential Duties and responsibilities:
- Maintains a professional and pleasant demeanor with customers during all interactions.
- Maintains a professional and pleasant demeanor with customers during all interactions.
- Creates/Updates customer cases in Salesforce with all pertinent details. o Creates customer contact and company entries to Salesforce when needed. Reviews / Processes open cases.
- Reviews new cases received via e-mail to the
- Maintains availability within the phone system and Salesforce during assigned hours.
- Verifies customer account existence and status, initiate new account in SAP and Salesforce when needed.
- Professionally interfaces with internal and external customers.
- Creates and manages information within SAP and Salesforce.
- Other duties as assigned Experience
EXPERIENCE
- MATHEMATICAL SKILLS: Basic mathematical skills apply. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, fractions, and ratios. Ability to develop basic mathematical formulas and apply mathematical operations and concepts to spreadsheets.
- REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply common sense understanding to interpret and carry out instructions furnished in written, oral, diagram, or schedule form. Ability to deal with problems involving several concrete variables in standardized situations.
- PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this order. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to talk and hear, to sit, stand, walk, and to use hands to type and to handle/manipulate objects. Periodically required to sit and reach with hands and arms. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
- WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this order. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is indoors in a general office setting.
Education
associate’s degree from a two-year college or university or technical school; or one to five years related experience and/or training; or equivalent combination of education and experience.
Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Job located in Shelby Twp, MI.