Summary
The Customer Service Representative II is responsible for answering incoming calls from sales representatives, distributors, retail customers, as well as end users to provide product and service information along with sales support. The representative will also resolve product and or service problems in order to satisfy the customers' needs.
Essential Duties
Actively support the company's culture and business mission by always putting TCP's people and its customers first. Provide order information with regards to inventory status; order status, delivery status to sales representatives and customers. Answer technical questions with regards to product. Analyze daily open order reports and follow up on old orders. Resolve product or service problems by clarifying customer's complaint. Determine cause, explain best solution, expedite correction or adjustment and follow up to ensure resolution. Contribute to the team effort by accomplishing duties and tasks as needed and on time. Work with area sales managers to meet the goals of the team. Work with shipping to expedite orders. Actively promotes and personally observes safety and security procedures, and uses equipment and materials properly. Other responsibilities or projects assigned by manager. Experience/Requirements
2-4 years prior experience in a customer service role with a proven track record in customer satisfaction Knowledge in lighting or electrical knowledge a plus. Excellent follow-up skills Strong organizational skills Must be proficient on keyboard and Microsoft computer applications Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance Strong interpersonal, verbal and written communication skills. Skills, Knowledge and Abilities (SKAs)
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Actively looking for ways to help people. Understanding the implications of new information for both current and future problem-solving and decision-making. Communicating effectively in writing as appropriate for the needs of the audience. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to work in a fast paced environment and multi-task. Strong attention to detail with the ability to plan, organize and prioritize. Strong initiative, problem analysis and problem solving skills. Computer proficient with Excel, Word. Flexibility - assignments, processes and procedures can change as the business needs change. Able to work as part of a team, shares knowledge as needed and has the ability to work effectively together on the team to achieve departmental/organizational goals. Education/Training
Bachelor's Degree or equivalent business experience Physical/Environmental
Sitting for long periods of time, completing tasks using a computer and other office equipment. Position requires frequent talking, hearing, and vision with occasional standing, walking and reaching. May require lifting up to 10 lbs. Job position responsibilities are generally performed in a business office environment with computers, printers and phones.
The Customer Service Representative II is responsible for answering incoming calls from sales representatives, distributors, retail customers, as well as end users to provide product and service information along with sales support. The representative will also resolve product and or service problems in order to satisfy the customers' needs.
Essential Duties
Actively support the company's culture and business mission by always putting TCP's people and its customers first. Provide order information with regards to inventory status; order status, delivery status to sales representatives and customers. Answer technical questions with regards to product. Analyze daily open order reports and follow up on old orders. Resolve product or service problems by clarifying customer's complaint. Determine cause, explain best solution, expedite correction or adjustment and follow up to ensure resolution. Contribute to the team effort by accomplishing duties and tasks as needed and on time. Work with area sales managers to meet the goals of the team. Work with shipping to expedite orders. Actively promotes and personally observes safety and security procedures, and uses equipment and materials properly. Other responsibilities or projects assigned by manager. Experience/Requirements
2-4 years prior experience in a customer service role with a proven track record in customer satisfaction Knowledge in lighting or electrical knowledge a plus. Excellent follow-up skills Strong organizational skills Must be proficient on keyboard and Microsoft computer applications Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance Strong interpersonal, verbal and written communication skills. Skills, Knowledge and Abilities (SKAs)
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Actively looking for ways to help people. Understanding the implications of new information for both current and future problem-solving and decision-making. Communicating effectively in writing as appropriate for the needs of the audience. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to work in a fast paced environment and multi-task. Strong attention to detail with the ability to plan, organize and prioritize. Strong initiative, problem analysis and problem solving skills. Computer proficient with Excel, Word. Flexibility - assignments, processes and procedures can change as the business needs change. Able to work as part of a team, shares knowledge as needed and has the ability to work effectively together on the team to achieve departmental/organizational goals. Education/Training
Bachelor's Degree or equivalent business experience Physical/Environmental
Sitting for long periods of time, completing tasks using a computer and other office equipment. Position requires frequent talking, hearing, and vision with occasional standing, walking and reaching. May require lifting up to 10 lbs. Job position responsibilities are generally performed in a business office environment with computers, printers and phones.