Opportunity
The Associate Customer Service Representative (B2B) provides world-class support to domestic, international, wholesale, retail, and eCommerce customers. Acting as the primary customer point of contact, this role ensures seamless communication and resolution of inquiries while maintaining a proactive and problem-solving approach.
Specific Responsibilities
Customer Support: Lead point of contact managing customer inquiries via phone and email, including inventory checks, purchase order status updates, lead times, pricing inquiries, claims, returns, and more. Order Management: Seamlessly execute Customer Service processes and manage orders through entry, order discrepancies, fulfillment, shipments, tracking, cancellations, pricing, claims, warranty, quotes, etc.Operational Insight: Learn and maintain familiarity with products, applications, and physical distribution network principles to effectively assist customers through order fulfillment.Self-Service Tools: Gain knowledge, advocate, and promote self-service tools including KCIC, SharePoint, & EDI to empower customer autonomy.Customer Experience: Drive first contact resolution prioritizing and responding to customer inquiries in a gracious manner, within service level standards. Project Support: As assigned by Supervisor/Team Leader; focus areas include process improvement, cost reduction, and customer experience improvement initiatives. Adherence: Consistently adhere to assigned policies, schedules, and procedures to ensure optimal service coverage and team reliability.