Customer Service Representative
: Job Details :

Job Title: Customer Service RepresentativeLocation: Walkersville MD - 21793Duration: 12+ months contractShift: 8:00 am - 5:00 pm (Mon - Fri )Job description:The role is a combination of Customer Service (CS) and Data Entry (DE), so phone experience handling customers is a must.We do the CS and DE tasks in SAP & Siebel, having experience with those systems preferredWhat analytical capabilities or niche skillset does this role require?Microsoft Office; ability to type 40-45 wpm, possess good to excellent writing and PC skills with knowledge in MicrosoftDemonstrate a commitment to Customer Service/Service ExcellenceResults driven with strong attention to detailWritten and Oral communication skills,Professional telephone skills, diplomacy, empathy, negotiation, strong listening, approachable, patient, a problem-solverIs willing to take on new challengesAbility to and efficient to handle multi-tasks at one timeTeam-oriented, yet independent and self-directed/disciplinedAdaptability (adapt to audience engagement)Must demonstrate ability to work with excel spread sheets to edit / maintain data.Ability to work effectively under pressure to meet deadlines.Primary responsibilities:Order Management: Order inbox assignments & management, order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints and some complex products (i.e., reserve order material, products with characteristic selections).Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments.Ensure proper documentation is attached to orders within all systems.Process activities in compliance with established Customer Service Procedures, SOP and SDS requirements. Certification requires compliance with these procedures.Document all customer contact interactions in order text tabs or when necessary in SAP/ SFDC, tell the story to enable correct and consistent response to customers.Determine validity of each price by reviewing customers Purchase Order and all pertinent items.Review additional items to determine all factors related to each quotation, including contacting Pricing and Contracts Team when needed.General: Instill confidence with a positive, friendly, helpful demeanor to each customer, including both external & internal customers.Demonstrate a positive working relationship with team members & Customer peers.Present potentially negative information, such as extended backorders, customer notifications and credit holds in the most positive manner possible.Determine when additional action by another party is necessary.Defuse angry customers professionally with effective listening and communication skills.Interpret availability data for materials using SAP T-codes, written reports, verbal updates and release notifications.Help customers with company website registration, order placement, including assistance troubleshooting, as necessary.Perform other duties as assigned.Note:3 months of training, will work onsite Monday-FridayAfter 3 months of training, may be able to work remote 2 days per week.Experienced 1 to 3 years experience neededEducation - HS Diploma, Associate's degree (preferred)Language Required: English