Job Description

The Customer Service Representative will support the Security business to business (B2B) call center functions. You’ll work closely with different departments to ensure orders are being placed accurately, on time delivery of shipments, providing quotes and entering orders for our customers and distributors. You’ll be using multiple resources to help guide customers on product understanding and selection.

YOUR ROLE:  

• Develop and maintain knowledge of our products, policies, and procedures to accurately aid both internal and external customers in a timely manner.
• Entering and providing quotes, order status, product recommendations as well as assisting with issues presented over phone and email.
• Ability to navigate and understand multiple tools used throughout your day to input and retrieve needed information for customers.
• Provide strong Business to Business customer service, understanding our top customers and their special requirements.
• Work closely with Sales, Order Management, Order Entry, Manufacturing, Distribution Centers, and Transportation to ensure a seamless experience for our B2B customers and sales teams.
• Provide appropriate updates via phone and email with internal and external customers regarding the situations presented daily.
• Providing world class customer service in a fast-paced call center environment for the largest padlock manufacturer. Building customer relationships for an ongoing excellent customer experience.
• Ability to take limited information from customers and use your resources for product recommendations.
• Individually contributing to the team’s success by meeting daily/monthly goals and metrics related to phone availability/handling, schedule adherence and customer satisfaction.
• Participate in projects and initiatives that support call center needs and goals as needed.

Qualifications

• High school diploma or equivalent required. College degree or currently working towards the completion of a college degree strongly preferred.
• Previous experience working in a product call center, order entry department, or other fast-paced customer service environment.
• Strong organizational, prioritization/time management skills and ability to multi-task.
• Excellent interpersonal skills required; ability to interface with customers in a manner which instills confidence in our company and it’s products and business; ability to successfully interact with variety of customers and collaborate across the organization to work through challenging situations.
• Strong verbal and written communication skills.
• High comfort level with rapidly changing technology; ability to quickly learn and apply computer skills.
• Must be able to work in and adapt to a dynamic, fast paced, multi-tasking, team-based environment.

PREFERRED QUALIFICATIONS:  

• Familiarity with Microsoft Office applications preferred.