Customer Service Representative

Hired by Matrix, Inc.

(Shakopee, Minnesota)
Full Time
Job Posting Details
About Hired by Matrix, Inc.
Hired by Matrix, Inc., a certified Women-owned Business Enterprise (WBE) is dedicated to providing the highest quality staffing services to our clients as their trusted business partner. This is achieved through the in-depth use and understanding of today’s emerging technologies and the commitment of a dedicated, highly motivated, staff. We use innovative, agile and social techniques to deliver the best value to our Clients.
Summary
As a member of the Company’s Building Systems Customer Support Team, you will act as a liaison between customers and various internal departments on product and order related issues. This includes but is not limited to the processing of orders, providing pricing and delivery information, answering questions pertaining to shipments, and the handling all other inquiries to ensure that customers receive services that meet or exceed their expectations.
Responsibilities
* Reviews open order report daily on orders personally entered and resolves problems with orders in a professional and confident manner. Provides accurate and timely response to inquiries on inventory availability and order status, tracking orders with the carrier when order is delayed or tracking is requested. * Responds to specific product inquires with accurate information using the Technical Data Guides as reference and contacts Technical Support when the inquiry is beyond the scope of the Tech Data Guides. * Acts as a liaison between customers and the sales force by building rapport within their specific region to better understand what can be done to help the sales representatives meet the monthly budget/sales goals, improve internal and external processes and procedures and communicate with customers. * Fax or e-mail order confirmations, MSDS sheets, and Technical Data Guides as requested in a timely manner. Distribute incoming faxes, maintain general customer service e-mail in-box and voicemail box, respond to web-site inquiries as well as providing other general CS administrative needs as necessary. * Drafts letters to customers or salespeople to provide needed technical information. Identifies and proposes needed changes/additions to product data sheets, based on personal experience or input from the field. Communicates any product performance trends to appropriate management. * Offers support to the Customer Support Team by acting as an information resource to members of the department and providing assistance in other areas when needed. * Demonstrate proficiency in all software necessary to process orders, credits, RGA''s, credit requests, as well as the applications used to obtain information regarding bills of lading and freight charges while using e-mail and proper phone etiquette to improve our communication. * Attends to special projects as assigned by the Regional Lead or Customer Service Manager. * All other duties as assigned by Regional Lead or Customer Service Manager. * Wear necessary safety equipment and follow company established Safety, Health and Environmental policies and procedures. * Maintain good attendance record and report to assigned job station in a timely manner. * Follow all appropriate Environmental Health and Safety (EHS) policies.
Ideal Candidate
* Previous experience (2-3 years) in a customer-oriented/center environment utilizing computer skills is required. * A Bachelor’s degree in business, marketing, or a technical discipline is required. * The primary qualifications for this position is the attitude, ability and desire to help ensure that the Company’s Building Systems Customer Support Team consistently meets or exceeds our customer’s expectations. This begins with the professionalism and enthusiasm displayed during the initial customer contact and continues with the accuracy and timeliness of our service and product. It includes the ability to build relationships with internal and external customers and to keep them abreast of our progress during the execution of their order. * Minimum of an experience intermediate level with Microsoft office programs (Word and Excel) is required. * SAP knowledge is required. * Excellent interpersonal and written communication skills, effective time management skills, organizational skills and the ability to work with tight timelines are necessary. * Incumbent must have a strong problem solving ability, attention to detail, and the ability to work well with a variety of people in a dynamic and engaging work environment under minimal supervision.

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