Call Center Representative

Department: Sales
Reports To: Sales Support Manager
Location: South Kansas City, MO Plant

Position Overview

Answer incoming calls for pricing, item availability, order status, technical troubleshooting, return authorizations, and answering various types of inquiries.

Essential Job Functions

• Answer calls with-in 2-3 rings
• Provide technical support to reps, customers, and engineers
• All calls should be handled directly by person answering the phone, unless they request to speak to someone specifically
• Good follow through on all requests via phone and email, i.e.: item availability, cross references, pricing, order status, tracking, invoice, and credit copies, etc.
• Build relationship with customers by providing a friendly and positive image of Sioux Chief
• Quick and accurate answers to questions, both phone and email inquiries
• Good follow through on promises made
• Analyze and process returned goods requests, notice of shortages, overages requiring billing, order additions and cancellations; good customer service communication follow-up is required.
• Document all call information according to standard operating procedure
  

 Non-Essential Job Functions

• Assist order entry as needed
• Back up support for switchboard, route calls to appropriate resource
• Assist as a backup to the call center supervisor, contacting customers that have not returned product that required an inventory reversal.
• Contact customers on phase-out and obsolete items
• Other duties as assigned
  

Requirements

• Excellent typing, data entry and 10 key skills with accuracy
• Listening, verbal and written communication skills
• Must be proficient in MS Office applications
• Problem analysis and problem solving
• Knowledge of customer service principles
• Customer service oriented
• Organizational skills
• Must be able to multi-task
• Adaptability
• Ability to work under pressure
• Team oriented with friendly and positive attitude
• Remain in a sitting position and clearly view a computer screen for extended periods of time
• Repetitive motion movements using wrists, hands and or fingers
• Occasional Overtime
  

 Education and Experience

• High school diploma or equivalent
• Minimum 2 years customer service experience