Call Center / Customer Service IV

Call Center / Customer Service IV

Our client, a global power technology leader company, is looking for a Call Center / Customer Service IV for their Nashville, TN / Hybrid location.

Responsibilities:

• Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
• Act as the single-point-of-contact to customers and cross functional departments to process and fulfill customer orders; providing accurate documentation and continual communication to customer throughout the process.
• Take ownership of and resolve complex inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses.
• Escalate issue to the next appropriate level of customer support as needed.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Prepare and distribute standard and customized internal and customer reports.
• Understand Customer Order Management policies, procedures, and metrics.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
• Participate in/lead process improvement projects.
• Engage in providing "value – added" services and promoting customer facing tools such as online portals.
• Perform tasks required to maintain integrity of data in relevant systems.

Requirements:

• High School Diploma required. College or equivalent degree preferred.
• Minimum of 2 years customer service-related experience is required.
• Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
• Communication (Written and Verbal): Strong customer service skills and interpersonal skills. Communicates in a clear, organized, and precise manner with functional areas to drive the required response.
• Strong ability to work independently and manage one's time.
• Strong ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as Microsoft Office Suite. It is absolutely imperative that the selected candidate be proficient with MS Excel.
• Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages.
• Ability to learn new skills required to utilize internal systems like Order Management Systems (OMS) and Customer Relationship Management (CRM) Systems etc.

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities