Customer Care Representative II

Job Description

The Customer Care Representative II, Sales (CCR) will oversee the processing and fulfilment of customer orders and respond promptly to customer requirements, inquiries and requests. To provide an exceptional level of customer service by answering “inbound” calls quickly and efficiently to achieve the most optimal level of satisfaction to our customers.  To represent Olympus in a professional and helpful manner by supporting telephone conversations with effective communication skills.  To continually maintain and expand personal understanding of order entry/inquiry/financial systems procedures and application.

Primary Responsibilities:
* Inbound Customer Call activity and electronic order processing.

*System Management Knowledge.

*Policy and Procedure.

Job Duties

* Organization and Record Keeping.

* To maintain and place priority on ongoing “Continuous Improvement Plan”.

* Function as the primary contact for Customer Service related issues for the Customer. Successfully execute customer phone orders Communicate with other groups in the organization (Inventory Control, FIS, Marketing) when it comes to the execution, tracking and processing of said order.

* Timely entry into ERP/CRM systems standard orders which may require verification of payment terms, pricing, address accuracy, item numbers, PO#, ship date requests, freight terms, contracts and commission codes. Process Orders, RMAs, credits for customer accounts, obtaining and retaining all back up documentation and approvals.

* Effectively manage the inflow of telephone contact to maintain optimal service of customers needs and request.  Timely answer of telephone calls and effectively assist customers with their individual ordering, quoting or informational requirements.  Offer continued support and timely follow up.

* Daily review of open order reports as well as other open issues for customer accounts, addressing any issues as required, including backorders, request dates, and credit hold.

* Respond to inquiries regarding the status of orders, product availability, and delivery and tracking information. Primary point of contact for communication with customers, inventory/purchasing, marketing, technical services group, corporate credit and warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders.

* Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution. Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.

* Perform other related duties and/or work as assigned.

Job Requirements

REQUIRED QUALIFICATIONS:

* High School Diploma or equivalent required.

* Minimum 2-3 years experience in Customer Service required.

* Available to work flexible hours.

PREFERRED QUALIFICATIONS:

* Associates Degree preferred.

* Demonstrates strong organizational skills.

* Strong propensity to multi-task.

* Extremely detail oriented.

* Motivated, results oriented and persistent.

* Proactive/takes initiative.

* Maintains a positive attitude and works well within a team environment.

* Handles stressful situations in a fast paced environment.

* Effectively prioritizes workload/time management.

* Excellent verbal and written communication/customer service skills.