Customer Service Representative

irca Group; Duluth (GA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental, & Vision

401(k) matching

Paid Vacation

Holidays

Employee Education Tuition Reimbursement Program

Job summary

Medium is seeking a Customer Service Specialist to provide exceptional support and enhance customer satisfaction. This onsite role located in Suwanee, GA requires responding to inquiries, resolving issues, and assisting with order processing.

Ideal candidates hold a Bachelor's degree, possess strong communication skills, and demonstrate proficiency in Excel. Medium offers competitive benefits including medical, dental, 401(k) matching, and career growth opportunities.

Qualifications

• Proficiency in relevant computer systems and strong Excel skills.
• Ability to multi-task and handle high-pressure situations.
• Attention to detail and accuracy.

Responsibilities

• Serve as the initial point of contact for customer inquiries and issues.
• Identify and resolve customer concerns, ensuring satisfaction.
• Assist customers with order processing, shipment tracking, and returns.

Skills

Customer service skills

Communication skills

Problem-solving skills

Excel proficiency

Education

Bachelor’s degree or anticipated completion date

Job description

This is an onsite role, for our office located in Suwanee, GA. onsite daily, general hours are 8AM to 5PM

A Customer Service Specialist (CSS) acts as the primary internal contact for customers. As a CustomerService Specialist, you will be responsible for delivering exceptional support by actively listening and promptly responding to customer inquiries and concerns. Your role includes ensuring customer satisfaction, building strong relationships, resolving issues, and providing accurate information about our products and services. You will assist customers by addressing complaints, answering questions, and processing orders and returns efficiently and courteously. The Customer Service Specialist will be responsible for collecting information on how to best serve clients.

Responsibilities

• Serve as the initial point of contact for customer inquiries and issues, responding promptly,
  professionally and empathetically.
• Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations
  while partnering with Sales Reps on pertinent customer communications.
• Assist customers with order processing, shipment tracking, and returns or exchanges.
• Follow customer orders through the full process from the time of receipt via phone, email or
  electronic data transfer to order entry in ERP system and through shipping and invoicing.
• Maintain accurate records of customer interactions and inquiries.
• Collaborate with other departmental teams (Sales Reps, Plant personnel, Sales Support, QA,
  Regulatory, Logistics, and Warehouse) to resolve customer issues. Escalate complex problems as
  needed to ensure a positive customer experience.
• Maintain high customer satisfaction by building rapport and establishing strong relationships with
  customers and sales representatives to anticipate and collaborate on customer future needs.
• Assist with preparing multiple report metrics to analyze various departmental KPIs.
• Follow communication procedures, guidelines, and policies while maintaining a positive brand
  image for the company.

Qualifications

• Bachelor’s degree or anticipated completion date.
• Proficiency in using relevant computer systems and software. Strong Excel skills required.
• Ability to multi-task and handle high-pressure situations.
• Attention to detail and accuracy.
• Empathy, patience, and a positive attitude.
• Excellent communication and interpersonal abilities.
• Strong problem-solving skills and the ability to resolve customer issues.
• Exceptional customer service skills with a strong focus on customer satisfaction.

This role reports to the Customer Service Supervisor.

Benefits

Irca Group offers career growth opportunities as well as competitive compensation and benefits:
Medical, Dental, & Vision, 401(k) matching, Paid Vacation, and Holidays, Employee Education Tuition Reimbursement Program