Customer Support Rep

Our client in Monroe is adding to their busy team. Fun company. Great benefits and discounts. Hybrid work schedule.

Position: Customer Support Representative

Objective: To provide superior customer support and account management for product divisions through various communication channels, ensuring premium service and the highest level of customer satisfaction.

Reporting Relationship:

Primary Responsibilities:

• Manage a large volume of orders and calls through the order fulfillment process.
• Perform accurate data entry of detailed information in accordance with established standards.
• Provide premium after-sales service for the customer network of brands.
• Communicate frequently with in-house and external repair centers to optimize service and repair turnaround times.
• Provide accurate information to consumers regarding after-sales service, company policies, and procedures.
• Resolve order errors and pricing discrepancies within a timely manner.
• Manage validation checks at multiple touch points throughout order to invoice process.
• Participate in process improvement and documentation outlining daily functions and use to assist with training/cross-training.
• Tactfully communicate and enforce company policies, procedures, and standards with sales team and customers.
• Solve complex and critically time-sensitive problems with minimal supervision.
• Independently manage necessary reports required for accurate order fulfillment.
• Identify and appropriately escalate calls requiring Management level negotiation and persuasion.
• Support mid-level projects that may not be associated with daily activities.
• Make independent decisions on shipping, pricing, and allocations to maximize customer experience.
• Participate in internal and external meetings and provide feedback.
• Manage and resolve consumer inquiries related to products, D2C orders, and repairs through voice, live chat, email, and SMS channels.
• The ability to consistently meet and exceed customer satisfaction goals and performance metrics.
• Stay updated on product knowledge and industry trends to provide excellent customer service.
• Execute user acceptance testing accurately and effectively to ensure processes and workflows function according to company standards.

• Minimum 3+ years’ experience in the field of Customer Support.
• Experience working with phone queues and case handling systems. (Salesforce experience preferred)
• Excellent verbal and written communication skills.
• Strong customer service soft skills, including empathy, patience, and active listening.
• Ability to multi-task in a fast-paced team environment.
• Elevated level of accuracy and attention to detail.
• Excellent time management and prioritization skills.
• Initiative-taker with a solid ability to manage tasks and customers.
• Strong computer aptitude with Microsoft Office Products and prior SAP/ERP systems experience.
• Displays strong initiative in assisting and following through on tasks.
• Must be able to work outside of business hours when business needs require, including weekends.