Job Title: Call Center Support Specialist I
Department: Sales
Reports To: Sales Support Manager
Location: South Kansas City, MO
Position Overview
This position is responsible for supporting Call Center Representatives by performing the administrative duties listed below.
Essential Job Functions
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Backup support for the switchboard operator by routing calls to the appropriate resource.
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Work closely with call center and sales team to support client relationships.
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Build relationship with clients by providing a friendly and positive image of Sioux Chief.
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Assist call center by processing the most returns (RMA’s), shortages, mis-shipments, bill only orders, reship orders, and return labels. Freight checks and approval as needed.
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Process all freight claims according to the procedure. Work with accounting to manage claims from start to completion, including research customer and carrier communications.
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Process client email requests: item details including pricing and availability, order status, tracking, packing slips, invoices and general concerns.
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Utilize Goldmine CRM software to document calls, emails, samples and replacement orders.
Non-Essential Job Functions
- Contact clients on price changes, phase-out and obsolete items
- Other duties as assigned by Sales Support Manager
Requirements
- Excellent typing, data entry and 10 key skills with accuracy
- Listening, verbal and written communication skills
- Problem analysis and problem solving
- Customer service oriented
- Organizational skills
- Adaptability
- Ability to work under pressure
- Team oriented with friendly positive attitude
- Must be proficient in MS Office applications
- Remain in a sitting position and view a computer screen for extended periods of time
- Repetitive motion movements using wrists, hands, fingers, and neck
Education and Experience
- High school diploma or equivalent
- Knowledge of customer service principles
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.