The Customer Support Representative II provides a positive brand experience for existing and potential customers as a key liaison between Shorr and our valued customers.
Requirements
- Handle customer inquiries on product, price, and lead-time with a drive for first contact resolution.
- Research new items and product substitutions to ensure smooth customer experience.
- Build credibility and trust with assigned customers while influencing buying decisions and customer-focused solutions
- Manage customer cases in Sxe and CRM systems ensuring timely resolution
- Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.
- Create and maintain customer profiles and account notes in Sxe and CRM
- Monitor customer-owned and slow-moving inventory levels in coordination with sales to ensure billing and shipment is on track.
- Work with sales and customer to upsell, cross-sell, and move E&O inventory.
- Investigate and resolve customer complaints while capturing details in Shorr’s CRM system.
- Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
- Investigate customer inquiries and provide solutions in a timely manner.
- Monitor internal reports to ensure customer deliverables are met.
- Set up and maintain price records at the direction of sales team.
- Monitor product margin fluctuations and alert sales team to fluctuations.
- Process quotes in SQM when support is needed from Account Executive.
Benefits
- Employee Stock Ownership Plan (ESOP)
- Comprehensive Employee Benefits
- Competitive hourly rate plus targeted annual bonus plan
- 401K plan plus matching
- Team based Employee Owner company culture
