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.