Customer Service Representative

Betco-Corporation; Bowling Green (OH); On-site; USD 32,000 - 48,000; Full time

Job summary

Betco-Corporation in Bowling Green, OH provides customer and field sales support on service-related issues, including order processing, product and technical inquiries, and issue resolution. This role handles inquiries via phone and email, troubleshoots complaints, and coordinates with internal teams to ensure timely responses.

The ideal candidate will have a High School diploma or GED, at least two years in a B2B customer service environment, and strong Excel/Outlook/Word skills.

Qualifications

• High School Diploma/G.E.D. and/or some college preferred.
• Minimum two years’ experience in business-to-business customer service environment.
• Bi Lingual experience a plus.

Responsibilities

• Process incoming calls from customers and field sales. Troubleshoot complaints, process orders, and provide technical assistance when needed.
• Process customer orders via telephone, mail, fax, and EDI with emphasis on accurate entry and administration of customer’s buying arrangements.
• Act as liaison between customers, field sales, and inter/intra departmental personnel on service-related issues; coordinate communications to ensure satisfactory resolution.
• Investigate and analyze service deficiency claims; issue debits/credits via Salesforce when warranted; identify further recovery actions if needed.
• Administer sales promotions that require intervention at point of order; monitor orders and advise on promotions or upgrades.
• Provide training/orientation to new team members as required.

Skills

Excellent communication

Customer-focused

Team player

Bi-lingual experience

Education

High School Diploma/G.E.D.

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

SUMMARY

Provides customer and field sales support on all service related issued including order processing, policy/program interpretation, product & technical inquiries, situation investigation and resolution. Expedites inbound/outbound correspondence, handles returns, defectives, and shipping and billing discrepancies.

DUTIES AND RESPONSIBILITIES

Other duties may be assigned as needed

• Process incoming calls from customers and field sales. Handle all inquiries and troubleshoot complaints, process orders, recommend products based on need, provide competitive comparisons, initiate Situations, and provide technical assistance if needed.
• Process customer orders via telephone, mail, fax, and EDI with emphasis on accurate entry and administration of customer’s unique buying arrangements.
• Act as liaison between customers, field sales, and inter/intra departmental personnel on service-related issues. Coordinates and expedites communications to insure satisfactory resolution.
• Investigate and analyze service deficiency claims, seeing that appropriate debit/credit adjustments are issued via Salesforce if warranted. Identify situations where additional service recovery action may be required.
• Administer Sales Promotions that require intervention at point of order. Monitor orders and counsel customers on promotions or order upgrade opportunities that are in the customer’s best interest
• Provide training/orientation to new team members as required.

Requirements

EDUCATION and/or EXPERIENCE

High School Diploma/G.E.D. and/or some college preferred.

Minimum two years’ experience in business-to-business customer service environment

REQUIRED SKILLS

Working knowledge of Microsoft Office Suite – Outlook, Word, Excel

Proficient computer skills to navigate various software packages and the internet

Excellent oral/written communication and phone skills/etiquette

Basic math skills

Collaborative, team-player

Bi Lingual experience a plus

Strong Customer Service focus

Ability to generate respect and trust from fellow employees and external constituencies.

PHYSICAL REQUIREMENTS

Computer work for extended periods