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Customer Service Specialist in Pineville, NC at Signature Consultants

Date Posted: 6/5/2019

Job Snapshot

Job Description

Customer Service Specialist Summary:

Signature Consultants has an opportunity for a Customer Service Specialist in the Pineville, NC area. The Customer Service Specialist supports sales to dealers and distributors by handling a high volume of inbound and outbound phone calls, emails, and online chatter. This role requires good interpersonal skills, excellent customer service skills, computer aptitude, and technical aptitude. The Customer Service Specialist should be a punctual and reliable individual who can follow instructions accurately, demonstrate sharp problem solving skills, provide excellent customer service and is able to work in a fast paced environment.

Responsibilities:

  • Learn and possess basic knowledge of the business and business processes
  • Respond to all customer orders, quotes and other requests within two (2) hours of receipt and communicate with our customer that the order was dispatched
  • Perform onboarding for new vendors (Vendor Relations CSS)
  • Exceed customers' expectations of timely and accurate customer service
  • Manage assigned customers
  • Dispatch service requests within two (2) hours after receipt of new service request
  • Research alternative options If an ETA from a vendor/ITD or SOS was not received within 48 hours the CSS will Manage the open order report to prevent order delays
  • Expertly utilize inventory and ordering systems to efficiently and effectively assist customers with opportunities, quotes, and orders
  • Continuously improve on knowledge of product, services and equipment
  • Meet/Exceed Customer Service KPI's
  • Supports Territory Sales Managers on quotes, sales orders, product questions and customer updates
  • Follow up on leads, quotes, and orders to substitute products and/or upsell products
  • Raise dealer awareness of our brand and services by educating them on the company product portfolio, program offerings, promotional offerings, and inventory reduction initiatives
  • Leadership of/or participation in the process improvement projects and assists with training
  • Customer Focus: A commitment to customer satisfaction, and an excellent customer experience
  • Consistently places a high value on customers and all issues related to customers
  • Objectively listens to, understands and represents customer feedback
  • Anticipates customer needs and develops appropriate solutions
  • Meets all promises and commitments made to customers
  • Teamwork: The ability to cooperate with others to meet objectives to deliver customer satisfaction
  • Works with multiple departments and personnel to deliver high customer satisfaction
  • Discards personal agenda and cooperates with others to meet objectives
  • Contributes positively and productively to team projects
  • Supports other team members and decisions
  • Results orientated: The ability to identify actions necessary to complete tasks and obtain results.
  • Actively communicate and strive to meet goals as established with all associates.
  • Self-Management: The ability to prioritize and complete tasks in order to deliver desired results
  • Independently pursues business objectives in an organized and efficient manner
  • Prioritizes activities as necessary to meet objectives
  • Maintains required level of activity toward achieving goals without direct supervision
  • Minimizes work flow disruptions to complete high quality work within a specified time frame
  • Interpersonal Skills: The ability to interact with others in a positive manner.
  • Initiates and develops business relationships in positive ways
  • Successfully works with a wide range of people at varying levels of organizations
  • Communicates with others in ways that are clear, considerate, and understandable
  • Demonstrates ease in relating with a diverse range of people or varying backgrounds, ages, experience and education levels
  • Personal Accountability: A measure of the capacity to be answerable for personal actions.
  • Accepts personal responsibility for the consequences of personal actions
  • Maintains personal commitment to objectives regardless of personal feelings
  • Problem Solving: The ability to identify key components of a problem to formulate a solution or solutions
  • Ability to assess complete situation and make best overall decision that may affect numerous organizations
  • Utilize experience in problem solving to determine root cause and work to implement long term corrective action to ensure problem does not re-occur.
  • Ability to focus on process improvement
  • Flexibility: The ability to readily modify, respond to and integrate change with minimal personal resistance
  • Be proactive in suggesting change to streamline processes
  • Willing to adjust to proposed changes for the good of the organization

Key Attributes:

  • Meet / Maintain Customer Satisfaction level as established in organization goals
  • Complete assigned administrative duties and communications in given timelines

Technical Abilities:

  • CRM system (preferably Salesforce.com)
  • ERP System (Epicor, SAP, etc)
  • Microsoft Office (Excel, Word, Powerpoint, Project, Visio)

Experience Preferences:

  • Bachelor's degree or equivalent business experience desired
  • 3 years of prior sales or customer service experience
  • Demonstrated success at previous roles

Work Conditions:

  • Smoke-free office environment.
  • Talking, sitting and typing are regular components required of this position.
  • Computer and telephone use is also required.
  • Teamwork is expected and encouraged at all times.

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 27 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.