Essendant Orchard Park, NY, USA
Aug 23, 2019Full time
Education and Experience High School diploma or GED required. Prior 6 months to 1 year of customer service or internal care related experience preferred. Primary Purpose This position is responsible for providing excellent customer service and related support to our small to medium sized customers. Major Responsibilities Supports small and medium sized customer inquiries received by phone, email or fax that include answering questions about product information/pricing, order status, price/quantity deviations, etc. Expedites customer requests. Serves as liaison to internal and external service providers to facilitate resolutions on behalf of the customer. Offers suggestions for replacement items when an item is out of stock in the warehouse. Upsells products to compliment items ordered by customer. Seeks ways to contribute to the company's overall success. Processes credit card charges, credits & debits within 48 hours. Manages and maintains customer credit card account detail in CyberSource as well as updating notes in required CS tools. Maintains current and accurate knowledge of system, product, vendor, and company procedures, policies and to support professional growth. Understands and demonstrates Company Core Values. Seeks ways to contribute to the company's overall success. Performs other duties as assigned. Skills/Knowledge Required Strong customer service skills. Strong oral and written communication skills. Professionalism with the ability to balance urgency and decisiveness with customer service relationship skills and attention to detail. Strong time management and organizational skills, including ability to manage and prioritize multiple tasks. Ability to acquire information from customers to drive solutions and meet customer needs. Strong follow up skills to ensure timely resolution in meeting customer needs. Ability to learn and navigate Company tools and resources as required by role.