Customer Service Administrator: Fast-Paced Support & Orders

Paylocity; City of Rochester (NY); On-site; USD 26,000 - 33,000; Full time

Benefits offered by this job

Paid holidays

Paid time off (PTO)

Health coverage

401k retirement plan

Tuition reimbursement

Annual bonuses

Job summary

Quality Vision International, a Rochester-based company, seeks a Customer Service Administrator to provide high-level service to customers, channel partners and internal teams in a fast-paced environment. You will manage inquiries, tickets, orders, quotes, and escalations while maintaining accuracy and a positive attitude.

You will collaborate with Sales, Service, Planning and Manufacturing to resolve issues, improve processes and ensure timely follow-up.

Qualifications

• Associate degree or equivalent experience preferred.
• Experience in customer service and order management required.
• Ability to multitask in a fast-paced environment.
• Strong verbal and written communication with customers and partners.
• Proficient in Microsoft Office 365 and adaptable to company systems.

Responsibilities

• Answer phones to provide customer service; initiate callback escalations; dispatch calls as needed.
• Direct inquiries to the Service Request Web Form to create tickets and assist customers.
• Enter and expedite parts orders, incidents, quotes and RMAs via the ticket system.
• Dispatch tickets to the appropriate queue and monitor follow-up.
• Collaborate across Sales, Service, Planning, Purchasing, Manufacturing and other departments.
• Identify recurring issues or process gaps and communicate improvements.
• Manage difficult customer relations with empathy and ensure timely follow-up.
• Facilitate cross training to maintain department-wide backup strategies.
• Document operating processes for training new personnel.
• Learn and apply shipping, packaging, and customs standards for international orders.
• Monitor and follow up on open inquiries to ensure timely resolution.

Skills

Customer service

Order management

Administrative experience

Verbal and written communication

Problem solving

Detail oriented

Microsoft Office 365

Education

Associate degree or equivalent

Tools

Microsoft Office 365

Job description

Quality Vision International, a Rochester-based company, seeks a Customer Service Administrator to provide high-level service to customers, channel partners and internal teams in a fast-paced environment. You will manage inquiries, tickets, orders, quotes, and escalations while maintaining accuracy and a positive attitude.

You will collaborate with Sales, Service, Planning and Manufacturing to resolve issues, improve processes and ensure timely follow-up.