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Customer Service Specialist

Express Employment Professionals – Headquarters

This is a Full-time position in Jersey City, NJ posted October 11, 2021.

Our client, a manufacturing company specializing in electric parts, is currently looking for a CUSTOMER SERVICE SPECIALIST. This position will communicate with the customers, outside sales representatives, Strategic Account Managers (SAMs) and Regional Sales Managers (RSMs) as well as various internal departments to resolve customer-related issues and queries and ensure the satisfaction of the customer. TECHNICAL JOB FUNCTIONS • Communicates with customers and sales representatives via phone, fax, or e-mail to receive and process orders, changes, cancellations, expedites and answer inquiries from the customers. • Communicates the requests and needs of the customer to various internal departments. • Performs research and follow-up on activities and inquiries based upon internal and external customer requests. • Work with customers on post-sales activities, which includes solving problems related to order management, delivery and payment issues. • Refers technical requests from customers, channel partners or reps to Sales or technical support. • Prepares regular reporting to customers and salespeople, including backlog, shipments and sales. • Process sample requests. • Provide pricing and quotations to customers and sales reps. • Prepares and maintains Return Material Authorizations, once approved, so that customers can return products back to the plant for Quality review. • Maintain source documentation to support audit requirements, including customer purchase orders and contacts, evidence of shipments, approvals of deviations, tax exemption certificates and other documents as applicable. • Handles projects as assigned. • Duties and responsibilities may be modified or reassigned to meet the needs of the business. Basic Qualifications • 2 years associate’s degree or higher • 5+ years of experience in Customer Service or Inside Sales. • Intermediate Level to advance experience in Excel. • Experience with a company that sells through manufacturing reps and distributors preferred Preferred Qualifications • Experience with Microsoft Dynamics AX 365 experience preferred • Product knowledge of RF connectors, cable assemblies and electrical component products. • Bi-lingual English/Spanish a plus. Must be a self-starter and have the ability to learn quickly and work independently with minimal supervision. Must have excellent interpersonal skills. Also must have the ability to communicate effectively and appropriately orally, in writing or electronically and be able to resolve problems with customers at various levels. This is a temp to perm position with the opportunity of a full-time hire. Schedule: Monday to Friday 8:00am to 5:00pm

Job Requirements:

  • Answer incoming customer service calls
  • Generated from inbound customer service calls
  • Resolving customer complaints regarding product sales to customer service problems
  • Assisting customers with customer service related issues
  • Provide excellent customer service and customer relations
  • Take incoming telephone calls from customers requesting customer service
  • Resolve customer service problems/issues
  • Assure quality customer service to all customers
  • Resolve customer product or service issues
  • Handling customer issues/requests maximizing customer satisfaction
  • Support customer orders such as new customer account
  • Resolve customer service oriented issues
  • Maintaining high customer retention, customer satisfaction and monitoring customer complaints in service department
  • Verify information/answer customer inquiries
  • Ensuring that outstanding customer service
  • Maintain reports on customer service
  • Improve the customer service function and customer experience
  • Resolve customer service issues or refunds
  • Greeting customers and assessing customer needs
  • Provide exceptional customer service by greeting customers and assessing customer needs