Customer Service Representative

Virtual Company; Madison Heights (MI); On-site; USD 37,000 - 40,000; Full time

Benefits offered by this job

Referral bonus

Job summary

The Fountain Group is hiring an OTC - Customer Service Representative for a 6-month assignment located in Madison Heights, MI. You will manage customer interactions as the single point of contact for B2B customers, handling OTC processes and supporting retention and business development efforts.

You should have 2–5 years in customer service or supply chain roles, with strong communication and CRM capabilities.

Qualifications

• High School Diploma Required.
• 2–5 years of experience in Customer Service/Sales or Supply Chain role is Required.
• B2B Customer Service experience Highly Preferred.
• Customer facing operations experience Preferred.

Responsibilities

• Handle customer facing activities and overall customer experience as the single point of contact for B2B customers.
• Run Order to Cash (OTC) and Customer Service Management focusing on in/outbound customer interactions.
• Report on customer segments, trends and expectations and provide feedback to clients.
• Build customer trust and relationships, supporting inquiries and opportunities to drive satisfaction and retention.
• Enter information into CRM after each contact to create call plans and support retention and business development actions.
• Provide quality service and address complex queries to minimize disruption and downtime, identifying opportunities for new business or retention.

Skills

Customer service

Customer interaction

Account management

Communication

Sales support

Education

High School Diploma

Tools

CRM system

Job description

We are a national staffing firm and are currently seeking an OTC - Customer Service Rep for a prominent client of ours. The position is located in Madison Heights MI 48071.

Job Details

• Pay: $27-$29/hr. to Start!
• 6-month assignment to start, possibility for extension or conversion based on performance and budget
• Accountable for customer facing activities / customer experience, acting as a single point of contact for B2B customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Run OTC (Order to Cash) and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound).
• Contribute to the understanding of customer segments, trends, and expectations by reporting and providing feedback on client interactions.
• Build customer's trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
• Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction including handling customer cases and dealing with complex queries to minimize disruption & downtime.

Required Education/Experience

• High School Diploma Required!
• 2-5 years of experience in Customer Service/Sales or Supply Chain role is Required!
• B2B Customer Service experience Highly Preferred!
• Customer facing operations experience Preferred!

Referral Bonus for any candidate who is hired and still gainfully employed after 30 days.