Customer Service Representative

Betco Corporation; Bowling Green (OH); On-site; USD 28,000 - 36,000; Full time

Job summary

Betco Corporation is seeking a customer service specialist to support our field sales team and customers on service-related issues, order processing, and product inquiries.

You will troubleshoot, process orders by phone, mail, fax, and EDI; coordinate with internal departments; and support promotions while maintaining professional communication and teamwork.

Qualifications

• High School Diploma or GED; some college preferred.
• Minimum two years in B2B customer service environment.
• Proficient with Microsoft Office; strong oral/written communication.
• Ability to process orders via telephone, mail, fax and EDI; manage customer data accurately.

Responsibilities

• Process incoming calls from customers and field sales; troubleshoot complaints and process orders.
• Process orders via telephone, mail, fax, and EDI with focus on accurate entry and customer agreements.
• Act as liaison between customers, field sales, and internal departments to resolve service issues.
• Investigate service deficiency claims and coordinate debit/credit adjustments in Salesforce as needed.
• Administer Sales Promotions at point of order and advise customers on opportunities.
• Provide training/orientation to new team members as required.

Skills

Customer service

Communication

Team player

Problem solving

Bilingual

Education

High School Diploma/G.E.D.

Some college

Tools

Salesforce

EDI

Microsoft Office

Job description

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:

• 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