Customer Service Representative

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.

Education + Experience + Key Traits

• 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

Typical Performance Targets

• 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

Language Skills

• 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

Supervision

• Role is not responsible for supervising direct or indirect reports

• Decision Making + Reasoning

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

  Working Relationships

  • Customer Service Teams
  • Internal and external customers

  Physical Requirements

  Activity - Amount of Time

  None - Under 1/3 - 1/3 to 2/3 - Over 2/3

  Stand - X

  Walk - X

  Sit - X

  Use hands to finger, handle, or feel - X

  Reach with hands and arms - X

  Climb or balance - X

  Stoop, kneel, crouch, or crawl - X

  Talk or hear - X

  Lift Up to 25lbs - X

  Travel - X

  Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of race, color, religion, gender, age, national origin, veteran status, disability, genetic information or testing, family and medical leave, sexual orientation and gender identity or expression.