Candidates must live within commuting distance of our NW Indianapolis office and be able to work on-site at least 3 days per week.
Overall Responsibilities:
Provide exceptional Customer Service, including basic Customer Service functions and customer support.
Education and Experience:
High school diploma or GED is required.
A minimum of two years' experience in Customer Service and knowledge of Salesforce or another customer relationship management (CRM) software is preferred.
Required Skills and Abilities:
Ability to perform all basic Customer Service functions.
Ability to complete assigned tasks accurately and in a timely manner.
Professional written and verbal communication skills.
Proficient or has the ability to quickly learn technology/software used in the day-to-day operation of the Customer Service department, including Microsoft Word, Excel, G-Mail, Salesforce, EDI, and internet navigation.
Ability to learn Bosma Enterprises' product and service offerings and follow standard operating procedures (SOPs) and business practices.
Ability to prioritize workload in a demanding business environment.
Ability to establish and build effective relationships with coworkers, customers, and other stakeholders.
Ability to handle files and data with discretion.
Self-starter who is an adaptable team player and capable of multi-tasking with little or no supervision.
Ability to meet or exceed tight project deadlines.
Job Duties and Responsibilities:
Perform all basic Customer Service functions.
Process all integrated and non-integrated EDI orders, including answering inquiries and resolving EDI errors.
Provide monthly CABVI reports to CABVI and the Customer Service Manager.
Acknowledge, process, and resolve all customer claims.
File pertinent claims with the freight forwarder/carrier in an attempt to recover costs of damages/losses.
Provide daily and monthly number reports to the Executive Vice President.
Use technology, including Microsoft Word, Excel, Gmail, Salesforce, EDI, and internet navigation, to perform job duties daily.
Assure work is done accurately, in a timely manner, and conforms to industry-accepted best practices.
Utilize knowledge of Bosma Enterprises' products and services to solve customer problems.
Keep all department files current.
Collaborate and communicate with customers, staff, and other stakeholders in a professional and positive manner.
Maintain basic competence of all Customer Service core functions to provide back-up when needed.
Suggest process improvements to better Bosma Enterprises' evolving mission-driven business.
Handle data and sensitive information with the highest level of discretion
Report any departmental concerns to the Customer Service Manager.
Perform other duties as assigned.
Competencies:
Action-Oriented - take strategies and ideas, develop plans and turn them into reality
Resilient - bouncing back from difficult situations, maintaining a positive outlook and finding a way forward, requires courage and commitment
Core Values:
Opportunity
I will communicate in a way that makes others feel respected, valued and heard.
I will actively listen to others when they communicate with me.
I will work together with others to achieve our goals.
I will be open to change as it will support the Bosma Mission and Vision
I will take risks when necessary.
Accountability
I will arrive on time for my shift and be ready to work.
I will help my coworkers.
I will acknowledge my mistakes and work to correct them.
I will work on solutions to problems and communicate them to my leader respectfully and collaboratively
I will be willing to accept constructive feedback to improve my performance.
I will perform to the expectations outlined in my role.
Innovation
I will conduct myself at work in a way that creates a positive outlook.
I will have an open mind to changes that provide benefits and opportunities to others.
I will challenge myself to be curious and a lifelong learner.
I will positively collaborate with others.
The employee filling this position has been authorized by the Bosma Management Team to perform the job duties listed in this job description.