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Customer Service Rep

TouchPoint

Concordville, PA

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JOB DETAILS
SKILLS
Case Management, Computer Skills, Cross-Functional, Customer Relations, Customer Support/Service, Disability Insurance, Documentation, Establish Priorities, Health Plan, Identify Issues, Interpersonal Skills, Leadership, Life Insurance, Microsoft Office, Multitasking, Order Management, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, SAP, Sales Support, Salesforce.com, Strategic Planning, Team Player, Technical Sales, Time Management, Track Customer Issues, Training/Teaching, Writing Skills
LOCATION
Concordville, PA
POSTED
Today
About the role

Customer Service Representative is responsible for providing effective customer service and sales support to all internal and external customers by utilizing in-depth knowledge of company products, processes, and systems. The position is also responsible for working cross-functionally with various departments, in support of targeted initiatives as they relate to overall company performance, as well as providing peer-to-peer support across a variety of subject matters and directly supporting the strategic development of the Customer Service organization.

This Role is located in Concordville, PA and requires a minimum of 3 days in the office.

What you will be doing

  1. Answer customer requests through phone, email, chat, or customer portals
  2. Problem Resolution: Address complaints and resolve issues promptly
  3. Order Management: Generate or modify customer and sample orders, quotes, and expedites. Run reports as instructed.
  4. Documentation: Record customer interactions and maintain detailed logs in Salesforce and SAP.
  5. Process returns, Quality Notification, or exchange orders
  6. Case Management: Case sorting, supporting others dashes in times of high volume, supporting case queues.
  7. Coordinate with teams for advanced support
  8. Handles daily responsibilities according to function and seeks additional responsibilities. Identifies issues and suggests process improvements. Able to work with the leadership team and update individual priorities to meet changing needs of the customer and the department.
  9. Develops effective working relationships with team members and other internal departments.
  10. Uses active listening skills to comprehensively understand customer concerns
  11. Other duties may be assigned according to business needs.

Schedule

8:00am-4:30pm Rotating 8:30am-5:00pm EST

Monday-Friday. Overtime hours, including evenings or weekends, may be required according to business needs

About you

  • 0-3 years of experience, preferably in a technical sale or service-oriented role.
  • Must be computer literate and display excellent written/verbal communication and demonstrate interpersonal skills while communicating with internal and external customers.
  • Technical aptitude and critical thinking skills are required.
  • Ability to thrive in a fast-paced work environment and handle multiple tasks at once - must be highly organized.
  • Ability to manage time effectively and prioritize tasks.
  • Experience using SAP, SalesForce, and Microsoft Office are preferred.
  • Must be able to work in the office in Concordville, PA at minimum 3 days per week.

How will we reward you

  • Competitive base pay
  • Generous time off - starting at 3 weeks of annualized PTO (first year is prorated based on start date), 9 company holidays plus 2 floating holidays
  • 401(k) Savings and Investment Plan - Company makes automatic 2% contribution of eligible pay plus matching contributions of 50% up to the first 6% of eligible pay you contribute.
  • Employee Stock Ownership Plan valued at approximately 4-6% of eligible earnings which includes dividend payments after 3 year vesting period
  • Medical, Dental, Vision, Flexible Spending and Health Savings Accounts (HSA) beginning first day of employment; company funds a portion of HSA for high deductible health plans
  • Company paid Life & Disability Insurance including: Short term, Long Term, and Life
  • Great Tuition Reimbursement program to support undergraduate or graduate programs available to all employees

About the Company

T

TouchPoint

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