Customer Service Rep, Remote (Pacific Time Zone hours)

Core Information:

• Position: Customer Service Rep, Remote
• Location: Remote
• Company: Workwarp
• Start Date: Immediate openings available
• Compensation: a competitive salary

 

 

Primary inside contact for Flexcon’s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints. Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses. Proactively... maintain and grow business at existing and new Flexcon accounts. Scope Of Responsibilities • Supervisory Responsibilities: ? Yes ? No • Number of direct reports: N/A Essential Functions • Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce. • Also responsible for inquiries from sales, telesales and distribution centers • Recommend, quote, sample and sell VBS products. • Document opportunities where VBS product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established Flexcon guidelines and then professionally transfer customer to Flexcon technical community for further discussion. • Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing • Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations. • Recommend alternative product (VBS) constructions if required. • Monitor open work orders and expedite as needed. • Proactively notify customers of late or problem orders and any VBS product alternatives to assist customer. • Resolve customer-specific freight and logistics issues/questions through consultation with Flexcon Shipping Departments. • Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to VBS product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders. • Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established Flexcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence. • Handle complaints for pricing mistakes, order entry errors and customer accommodations. • Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which FLEXcon participates as well as to uncover missed opportunities in which Flexcon is not participating. • Assist with order entry overflow for repeat orders. • Assist with standard price quotations overflow. • Responsible for entry of new customer information • Contribute to Customer Service Improvement Teams as required. • Ability to use problem solving skills and a “can-do attitude” to overcome obstacles. • Cross train new employees when appropriate. Requirements • EDUCATION: Bachelor’s degree or equivalent business experience. EXPERIENCE: 1-3 years previous Customer Service experience. Experience in a Manufacturing environment and experience using an ERP system highly preferred. • PERSONAL CONTACTS (Internal/External): Customers, Customer Service team members, Sales, Supply Chain, Manufacturing, Purchasing and Finance • CONFIDENTIAL DATA: Customer pricing and applications • COGNITIVE/PHYSICAL REQUIREMENTS RELATED TO ESSENTIAL FUNCTIONS: Repetitive movement of hands and fingers – typing and/or writing. Occasional standing, walking, stooping, kneeling or crouching. Reach with hands and arms. Talk and hear. • PHYSICAL WORK ENVIRONMENT: Home/Office Environment, Responsible for supporting Western US Region Territory - Pacific Time Zone hours required. Job categorization: 1 • TRAVEL %: Limited for industry education Job Specific Competencies, Experience & Skills • Excellent Customer Service • Verbal and Written Communication skills • Ability to learn quickly • Troubleshooting / Problem-solving skills • Ability to work under pressure • Collaborative team spirit • Adaptability • Proficient in Microsoft Office Suite (including Excel) • Experience using Salesforce.com a plus Apply Job!

 

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