CUSTOMER SUPPORT REPRESENTATIVE

Jasco is looking for a Customer Support Representative.

Duties include:

• Establishes a trusting relationship with customers to ensure customer satisfaction and retention. Communicates effectively, via phone, fax or written communications. Obtains information needed to accomplish objectives.
• Sets-up and maintains customer account masters including the maintenance of terms and pricing.
• Receives, verifies and processes customer purchase orders and resolves any discrepancies. Allocates product and prioritizes shipments if supplies are limited. Monitors and follows up on suspended orders.
• Provides representatives and customers with shipping information, product availability, pricing, terms and backorders.
• Provides Team Members with information on product availability, pricing, ship dates, discontinued items, allocation of products, shortages and miss-shipments, and vendor compliance.
• Performs miscellaneous duties such as reviewing customer sales history, filing, revising or canceling customer orders as needed.
• Processes Shortage and Freight claims. Verifies by weights and proof of delivery if shipment is short. If action is necessary, communicates the shortage to the customer and appropriate Team Members.
• Processes Return Authorization documentation and numbers for defective merchandise.
• Investigates overages and miss-shipments and processes the appropriate Debit or Credit Memos.
• Researches pricing discrepancies and determines if a pricing error has occurred. If appropriate
• Advises management of any continuing product problems or pending consumer disputes. Recommends improvements to solve problems and improve processes.
• Answers incoming calls and provides product information to consumers. Promotes customer service and quality improvement. Corresponds with consumers on product and service issues.
• Provides assistance as backup receptionist.
• Performs other related duties as required and/or assigned

Competencies: Action-Oriented, Being Resilient, Ensures Accountability, Nimble Learning, Optimizes Work Processes, Resourcefulness, Situational Adaptability

• High school diploma or equivalent is required.
• A minimum of one year of previous customer service experience is required; five years is preferred.
• Proficiency using a PC is required.
• Experience with AS400, CRM or Scale is preferred.

Internal team members: Please review the minimum requirements of the position before applying.

Jasco is an Equal Opportunity/Affirmative Action/E-Verify Employer.