Customer Service - Product Fulfillment

South Western Communications

South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration. At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.

Title: Customer Service - Product Fulfillment

Reports to: Director of Service

Full-Time, Salary/Exempt, Full Benefit Package

Primary Role: Responsible for providing quick response customer service part fulfillment requests based on incoming customer inquiries. Accountable for being knowledgeable and articulate in the systems offered and supported.

Primary Responsibilities

Customer Inquiry Management

• Respond promptly and professionally to customer inquiries regarding parts, availability, pricing, and compatibility.
• Provide accurate product information, recommendations, and technical support as needed.

Order Processing & Fulfillment

• Accurately process customer orders in the system, ensuring all details are correct and complete.
• Track orders from initiation through delivery, proactively communicating status updates to customers.

Parts Identification & Recommendation

• Assist customers in identifying the correct parts based on equipment models, specifications, or requirements.
• Coordinate with other internal teams to determine requirements of product if necessary.
• Offer alternative solutions when requested parts are unavailable, maintaining a customer-focused approach.

Customer Relationship Management

• Build and maintain positive customer relationships through attentive service and follow-up.
• Address and resolve customer issues, returns, or complaints in a timely and effective manner.

Collaboration & Communication

• Collaborate with internal teams (e.g., warehouse, procurement, technical support) to ensure seamless service delivery.
• Communicate customer feedback and recurring issues to management for continuous improvement.

Continuous Learning

• Stay updated on product lines, new releases, and technical information to provide informed support.
• Participate in ongoing training related to customer service best practices and product knowledge.

Accountability: Position will be accountable to the Director of Service. Secondary accountability will be to the other management team members, employees and customers of the company.

Qualifications:

1. Shall possess a two-year degree or related customer service experience.

2. Strong management and organizational skills required.

3. Must possess excellent verbal and written communication skills and interpersonal skills.

4. Sales/Customer Service experience a plus.

5. Must possess an understanding of electronic systems, such as healthcare communications systems, paging systems, infant protection systems, real time locator systems, intercom systems, and TV distribution.

6. Must have the ability to manage multiple tasks simultaneously and adjust to shifting priorities.

7. Must possess a strong sense of urgency.

Travel: Occasional out of town travel required.

Additional Skills and Abilities:

1. Must be responsible, self-motivated, self-starter, personable and well-organized.

2. Superior customer service skills to deal with both internal and external customers.

3. Strong interpersonal skills; ability to work with diverse groups.

4. Proficiency in the use of personal computers including such programs as MS Word, Excel, Access, PowerPoint and Outlook.

5. Ability to demonstrate planning, organizing and implementing skills which allow the successful completion of a project by a specific due date.

6. Must be able to effectively handle stressful situations.

7. Must be able to read and effectively interpret general business documentation.

8. Valid and current drivers license.

Physical, Mental and Environmental Requirements:

1. Employee is required to stand, walk, climb, sit and use hands and fingers.

2. Some light lifting of objects is required.

3. Reaching, grasping and carrying activities also required.

4. The noise level in the work environment is usually moderate.

5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.

This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.