CUSTOMER SATISFACTION SPECIALIST

Title CUSTOMER SATISFACTION SPECIALIST
Summary

 

We are looking for someone to join our inside customer support team. Candidate must enjoy working with people, possess a positive and team attitude, and truly understand the meaning of exceptional customer service.  Some ancillary sales are required. This is not an entry level position.  We are looking for someone experienced who can hit the ground running.  Hours are 8-5, M-F.

 Job Summary

Ensure to provide excellent customer service to key accounts as assigned through phone, e-mail, chat, etc. in timely and accurate manner, while also providing support for outside sales efforts. Will also serve as liaison between customer support team, management, and customer in order to improve customer service and business productivity.

Summary of Essential Job Functions

  • Complete support of key accounts as assigned. Duties to include:
    • Account management
      • Answer calls, chat, and email and respond in a timely manner
      • Orders from start to finish
      • Ancillary sales
      • Issue RMA’s; start/follow-up/respond
      • Handle invoice matters
      • Handle shipping matters
      • Document all activity in CRM – Customer Central
      • Process literature requests
      • Process clinic requests and scheduling
      • Process requests and scheduling of field assistance
      • Assist Monitor backorders and provide update reports to customers
      • New customer setup and updates
      • Contract pricing: enter/edit as necessary
      • Monitor delivery on time to make sure we are meeting our goal of 95% on time; report concerns to supervisor
      • Support assigned rep agencies and communicate customer activities
    • Reports: Run a variety of sales reports; provide to management and customers as needed.
    • Assist other customer support staff as needed
    • Support of outside field staff
    • Assist with and provide data for ISO requirements
    • Assist with forecasting of certain inventory classes as assigned
    • Provide switchboard assistance as requested
    • Additional tasks as assigned
    • Occasional travel may be required

Skills/Experience

  •  High school diploma or equivalent.
  • Experience with Microsoft Office products required.
  • Telephone skills, including switchboard experience, preferred.
  • Strong interpersonal skills as well as the ability to communicate persuasively both orally and in writing is required.
  • Self-disciplined and self-motivated.
  • Organizational skills and the ability to multi-task.

Physical Requirements

  • Must be able to remain in a stationary position for a long period of time.
  • Must be able to frequently move about inside the office to access file cabinets, office machinery, etc.
  • Occasionally moves audio/visual equipment weighing up to 50 pounds for various event needs.

Quality Responsibility

Employees shall be committed to continually improve the quality and delivery of our product and services to better satisfy the needs and expectations of our customers.

Note:  This document is intended to describe the general duties required of this position.  It is not intended to serve as an exhaustive list of all duties, skills, and responsibilities.  Reasonable accommodations may be made to enable individuals with a disability to perform the essential functions of this position.

 

What We Offer

We are looking for dependable, energetic and self-starters who can work independent and as a team to include being a key contributor to the continued success of the Ace Manufacturing and Rokwell team. We offer a competitive salary along with a benefit package that includes health, dental, and life insurance; paid holidays, vacation, and a 401(k) plan. If you are interested in these exciting opportunities with a growing company, submit your application and resume online, or send your resume, cover letter, and salary history to: Human Resources, Ace Manufacturing & Rokwell Industries, 300 Ramsey Street, Sullivan, MO 63080. You may also fax to (573)468-4497.

Location Sullivan, Missouri
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