Customer Service Associate

JOB DESCRIPTION

Customer Service Associate  

Overview:

The position of Customer Service Associate is based in Pittsburgh, Pennsylvania. The primary responsibility of the Customer Service Associate is to answer product questions and suggest information about other products and services, process purchase orders, prepare correspondence, work with internal teams to fulfill customer needs and provide backup coverage for OLW receptionist. The overall goal is to provide the best customer service to internal and external customers every transaction, every time.

Essential Duties and Responsibilities:

• Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness. Focused on all Customer Service Order Management responsibilities

• Proactively maintain communications with callers throughout the analysis and resolution process

• Work with other departments and internal teams to assure prompt and professional resolution of customer requests

• Responsible for processing customer purchase orders with highest level of accuracy and efficiency

• Process customer requests, such as expedites, in a fast-paced environment to meet critical customer safety needs

• Meet personal/team qualitative and quantitative targets

• Ability to work effectively with team members to resolve customer issues

• Maintain current knowledge of all product and service offerings

• Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system. Track open cases and keep cases current and complete

• Requires strong attention to detail, outstanding resourcefulness, flexibility, and the ability to work independently as well as within a team setting

Must be available to work standard shift until 8 pm and work company holidays.

Qualifications Required (Non-Negotiable):

• Bachelor’s Degree or equivalent work experience

• Completed a minimum of six months in the role as a Customer Service with proven performance in essential duties and responsibilities

• Established commitment to providing the best customer service, every transaction, every time

• Comprehensive knowledge of Windows software – Excel, Outlook, Word

• Familiarity with CRM systems and practices

• Strong written and verbal communication skills along with active listening

• Ability to multi-task, set priorities and manage time effectively

• Oracle E Business Suites Order Management and Depot Repair experience

• Experience working with distribution

• Gas detection experience (sales, customer service)

• Experience with Salesforce.com