Customer Service Representative

For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

JOB SUMMARY & SCOPE

The Customer Service Representative answers phones to respond to orders, general customer inquiries, invoice questions, and customer complaints. It is imperative for this individual to project a professional company image through phone interaction.

KEY ACCOUNTABILITIES

• Answer phones and respond to customer requests.
• Place customer order in computer system.
• Provide customers with product and service information.
• Transfer customer calls to appropriate staff.
• Identify, research, and resolve customer issues using SAP and Outlook.
• Follow up on customer inquiries not immediately resolved.
• Recognize, document, and alert the manager of trends in customer calls.
• Perform 50 customer satisfaction surveys per month.
• Recommend process improvements.
• Other duties as assigned.
• Maintain high level stats.

• The ability to multi-task in a fast-paced environment
• Experience working in a call center
• Computer literate with the ability to learn customer service software applications
• Verbal and written communication skills
• Ability to be on the phone the majority of the day utilizing a headset
• Reading, writing, and arithmetic skills
• Ability to type 40 wpm

• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION: Step changed delivery in safety, quality, and/or cost

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization

• Role is not responsible for supervising direct or indirect reports

• Able to take accountability and responsibility for business target delivery and decision making

• Customer Service Teams
• Internal and external customers