divh2Customer Service Representative/h2pDelivers exceptional customer service with a friendly, positive, and professional demeanor. Efficiently manages intricate customer order processing with a strong focus on accuracy and attention to detail. Proactively responds to customer inquiries, resolves complaints, and provides timely updates on order status. Demonstrates strong problem-solving abilities to identify effective solutions while supporting customers across multiple channels./ppLocation and Hours: This position is open to candidates based in either Tucson, AZ or Cherry Hill, NJ. Standard working hours are 8:30am - 5:00pm (Tucson) or 11:30am - 8:00pm (Cherry Hill), Please note that during Daylight Savings Time, Tucson hours will shift to 9:30am - 6:00pm to align with Eastern Time./ph2Responsibilities/h2pReview customer concerns, evaluate potential options, and develop an effective solution to ensure customer satisfaction./ppReceive inbound customer correspondence which may result in:/pulliAccurately entering customer orders into the system./liliProcessing catalog requests and ensure timely fulfillment./liliPreparing quotations based on customer specifications./liliResearching and providing updates on the status of existing orders./liliProviding detailed product information, including pricing, availability, and technical details./liliResolving customer service issues promptly and professionally to ensure customer satisfaction./liliProcessing customer returns and backorder information requests while coordinating with the appropriate departments and ensuring timely customer responses./li/ulpMaintain customer information in CRM database:/pulliEnsure customer information is current, accurate and complete./liliMerge duplicate customer accounts./liliContact customers to verify any address changes./li/ulpResolves returned package issues by investigating and coordinating corrective actions:/pulliFiles claims/tracers for lost or damaged shipments to ensure timely resolution and customer satisfaction./li/ulpDaily report monitoring:/pulliReviewing daily quality reports and correction data./liliMonitors expedite order status and proactively provides customers with updates./liliReviews credit hold report, contact customers regarding payment or account issues, and coordinate the release of orders once resolved./liliReviews backorder report and communicate delivery date changes or availability updates to customers./li/ulpMonitors and assigns work within shared tools and inboxes, including but not limited to:/pulliWeb orders/liliSales Support emails/li/ulpThe ability to handle complex customer inquiries, including processing and managing the following types of inquiries:/pulliProcess and manage high-volume standard product quotation requests, using established pricing guidelines./liliBlanket order processing and management by updating customers proactively regarding any changes to order status, delivery schedules or product availability./liliProcess Canada orders
quotations, ensuring accurate handling of currency distinctions between Canadian and US dollars./liliProcess returns and monitors return queue./li/ulpConduct proactive outbound customer calls to drive sales, develop opportunities and enhance customer satisfaction. Types of outbound calls include but are not limited to:/pulliCustomer and opportunity development to identify new sales or service opportunity./liliOn Hold Orders to ensure timely processing./liliQuote follow up to provide follow ups and encourage order placement./liliAddressing Customer concerns to resolve issues quickly and professionally./liliGather customer feedback to continuously improve the customer experience./li/ulh2Qualifications/h2pTo perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions./ppstrongRequired Skills
Abilities:/strong/pulliPC proficiency: Intermediate to advanced skills in MS Word, Excel, email applications and ERP systems./liliCommunication skills: Excellent written and verbal communication; demonstrates professional telephone etiquette./liliOrganizational skills: Highly organized with strong attention to detail./liliTyping proficiency: Accurate typing at 40 WPM or higher./liliIntricate order entry knowledge: Working knowledge of current policies and procedures for accurate and efficient data entry./liliTeamwork: Works productively with others in a team environment; encourages open communication, actively listens, and seeks to understand multiple points of view./liliCustomer interaction: Greets callers, establishes rapport, projects a professional tone, handles complaints effectively, and records statistics for each call./liliMultitasking: Ability to efficiently manage multiple tasks in a fast-paced environment while maintaining accuracy and quality./li/ulpstrongOther Requirements:/strong/ppUS Citizenship or permanent residence required./ppstrongEducation/Experience:/strong/ppHigh School diploma or equivalent; minimum of two (2) years related prior work experience./ppstrongPhysical Requirements:/strong/ppAbility to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting./ppAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran./ppemThink you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics./em/ppstrongCompensation Range Transparency:/strong/ppAt Edmund Optics, we are committed to transparency and equity in our hiring practices. The posted salary range for this role reflects the expected base pay. The actual offer will be based on multiple factors, including but not limited to relevant skills, education, work experience, business needs, and geographic location./ppstrongSalary Range:/strong $18.00 - $20.00 per hour/ppstrongBenefits:/strong/pulliMedical, Dental, and Vision Insurance/liliLife, ADD, Short and Long-Term Disability Insurance/liliGenerous Paid Time Off (PTO)/liliTuition Reimbursement/lili401(k) Retirement Plan with Company Match up to 3%/liliDaycare and Gym Reimbursement/liliPaid Parental Leave and New Mother Benefits/liliTraining and Development Opportunities/li/ulpemAvailability of these benefits may depend on the country and employment type./em/p/div
quotations, ensuring accurate handling of currency distinctions between Canadian and US dollars./liliProcess returns and monitors return queue./li/ulpConduct proactive outbound customer calls to drive sales, develop opportunities and enhance customer satisfaction. Types of outbound calls include but are not limited to:/pulliCustomer and opportunity development to identify new sales or service opportunity./liliOn Hold Orders to ensure timely processing./liliQuote follow up to provide follow ups and encourage order placement./liliAddressing Customer concerns to resolve issues quickly and professionally./liliGather customer feedback to continuously improve the customer experience./li/ulh2Qualifications/h2pTo perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions./ppstrongRequired Skills
Abilities:/strong/pulliPC proficiency: Intermediate to advanced skills in MS Word, Excel, email applications and ERP systems./liliCommunication skills: Excellent written and verbal communication; demonstrates professional telephone etiquette./liliOrganizational skills: Highly organized with strong attention to detail./liliTyping proficiency: Accurate typing at 40 WPM or higher./liliIntricate order entry knowledge: Working knowledge of current policies and procedures for accurate and efficient data entry./liliTeamwork: Works productively with others in a team environment; encourages open communication, actively listens, and seeks to understand multiple points of view./liliCustomer interaction: Greets callers, establishes rapport, projects a professional tone, handles complaints effectively, and records statistics for each call./liliMultitasking: Ability to efficiently manage multiple tasks in a fast-paced environment while maintaining accuracy and quality./li/ulpstrongOther Requirements:/strong/ppUS Citizenship or permanent residence required./ppstrongEducation/Experience:/strong/ppHigh School diploma or equivalent; minimum of two (2) years related prior work experience./ppstrongPhysical Requirements:/strong/ppAbility to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting./ppAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran./ppemThink you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics./em/ppstrongCompensation Range Transparency:/strong/ppAt Edmund Optics, we are committed to transparency and equity in our hiring practices. The posted salary range for this role reflects the expected base pay. The actual offer will be based on multiple factors, including but not limited to relevant skills, education, work experience, business needs, and geographic location./ppstrongSalary Range:/strong $18.00 - $20.00 per hour/ppstrongBenefits:/strong/pulliMedical, Dental, and Vision Insurance/liliLife, ADD, Short and Long-Term Disability Insurance/liliGenerous Paid Time Off (PTO)/liliTuition Reimbursement/lili401(k) Retirement Plan with Company Match up to 3%/liliDaycare and Gym Reimbursement/liliPaid Parental Leave and New Mother Benefits/liliTraining and Development Opportunities/li/ulpemAvailability of these benefits may depend on the country and employment type./em/p/div