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.