Posted: Monday, July 3, 2017 2:01 AM
Nature & Scope On behalf of our client, a national warehousing company headquartered in WNY, we are seeking Customer Service Specialists to join their team. As an e-Commerce leader, our client delivers an exceptional customer experience at every turn - from first website look to pre-purchase to post-purchase. This role will be responsible for being the primary contact for processing all incoming orders and inquiries via website, live chat telephone, mail, facsimile, direct order entry and electronic data interchange systems. Responsibilities: Respond positively to and expeditiously process all incoming telephone and live chat inquiries and orders. Increase revenue by participating in up-sell and cross-sell promotions. Adhere to SOP's and departmental training guidelines. Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy etc.) Assess individual customer requirements and direct activities to appropriate departments. Utilize channel advisor, sales aids to provide accurate information to customers, including interpreting promotions, e-mail blasts, social media and credit policies. Provide required documentation related to each particular order to meet shipping schedules (ie material safety data sheets, orders etc.). May be required to perform other related duties as required and/or assigned. Responding quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details, etc. Listing of new products, critical accuracy for growth and information to all customers, marketplace partners and prospects from live chat or telephone. Requirements: HS Diploma or AAS preferred. Excellent written and oral communication skills are required. Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information. Job encounters recurring and routine work situations with occasional variations from the norm. Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. Must be able to become proficient in order entry systems and processes. Requires a minimum of 3 to 4 years of related customer service experience preferably with 1 to 2 years in an E-Commerce environment. Must demonstrate working knowledge of personal computer applications such as Microsoft Word, Excel and PowerPoint. Must have the ability to identify and solve problems and to multi-task under deadline. Normally receives no instruction on routine work, training instruction on new assignments. Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service. Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player. May serve in various teams according to business needs. The schedule will be 12 hours shifts - week 1 - 3 days on - 36 work hours, week 2 - 4 days on - 48 work hours.
• Location: Buffalo, Cheektowaga
• Post ID: 27785713 buffalo