Customer Solution Specialist - II

AMMEGA; Buford (GA); On-site; USD 40,000 - 55,000; Full time

Job summary

AMMEGA is seeking a customer service representative in Buford, Georgia, to provide exceptional service and support. The ideal candidate should have 3 years of B2B customer service experience and excellent communication skills. Responsibilities include responding to customer requests, managing orders, and supporting quality issues.

Familiarity with Salesforce CRM and MS Office is essential. Candidates with experience in distribution or manufacturing environments will be preferred.

Qualifications

• 3 years experience in B2B customer service call or contact center.
• Excellent written and verbal communication skills.
• Experience working in distribution and/or manufacturing environments a plus.

Responsibilities

• Provide exceptional service and support to customers.
• Quickly acquire knowledge of products and processes.
• Communicate directly with customers to offer product solutions.
• Manage backorder and daily reports.
• Build and expand customer relationships.

Skills

B2B customer service experience

Salesforce CRM

Communication skills

Mathematical aptitude

Technical aptitude

MS Office (Excel, Word, PowerPoint)

Education

College degree or equivalent work experience

Tools

Salesforce CRM

Various ERPs

Job description

Accountabilities

Individual accountabilities

• Provide exceptional service and support to our customers
• Quickly acquire robust knowledge of products and processes in order to best service our customers, both internal and external
• Communicate directly with customers to offer product solutions, provide technical information, and order status.
• Promptly, professionally, and accurately respond to customer requests received through multiple communication channels, within established time frames.
• Provide and follow up on quotes; recommend alternative products when appropriate, convert quotes to orders.
• Partner with Operations to ensure prompt shipments and on-time delivery
• Manage backorder and other daily reports
• Build and expand customer relationships to ensure repeat orders and increased business
• Support customers in quality issues, including issuing RGAs and expediting product replacement
• Meet or exceed established KPIs
• Follow documented best practices, policies, and procedures
• Other projects or assignments

Shared accountabilities

• Contribute ideas and information for process improvement
• Support and contribute to cross-functional projects as needed
• Work cross functionally to ensure exceptional customer satisfaction

Key linkages & interfaces / most important stakeholders

Operations, Product Management, Sales, Procurement, Accounting

Requirements of the job

• 3 years experience in B2B customer service call or contact center
• College degree or equivalent work experience
• Excellent written and verbal communication skills
• Mathematical / Technical aptitudeIntermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint)
• Experience working in distribution and / or manufacturing environments a plus

Parameters for success (KPIs)

• Salesforce Case Queue Closure Rate
• Order Intake Response Time
• Quote Request Response Time
• Quote Conversion Rate
• NPS Scores (Customer Satisfaction)
• Workload Balance
• Dropped Call %