Front Desk Receptionist

Net2Source (N2S); Boston (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

Net2Source (N2S) is seeking a Customer Service Representative to act as the inside link between the company and its customers in Cleveland, OH. You will manage orders, ship dates, expedite requests and inquiries, while maintaining orderly paperwork and supporting regional sales managers.

The role emphasizes a customer-first approach, professional communication, and accurate CRM/ERP documentation to ensure issues are resolved promptly and professionally.

Qualifications

• Bachelor’s degree in Business or related field.
• Two years of job related experience.
• Fluency in written and spoken English.

Responsibilities

• Handle incoming customer inquiries (90% email, 10% calls) in a courteous, timely manner.
• Assist customers with orders, ship dates, expedite requests, complaints and questions.
• Ensure proper creation and timely handling of all customer service paperwork (orders, RMAs, debit/credit memos).
• Resolve product/service complaints by clarifying the issue and following up to ensure resolution.
• Learn company products, policies and procedures to support customers.
• Maintain neat, accurate customer service paperwork and files.
• Provide inside sales support and identify leads for District Sales Managers.
• Collaborate cross-functionally and maintain professional demeanor with customers and coworkers.

Skills

Fluent English

Excellent written and oral comms

Detail oriented

Education

Bachelor’s degree in Business or related field

Job description

Job Title: Customer Service Representative

Location: Cleveland, OH 44144

Duration: 02+ Months

Shift: 8am-4:30pm M-F

Description:

The Customer Experience and Support Representative (CSR) is the inside communication link between the company and its customers. The CSR supports customers with orders, ship dates, expedite requests, complaints and questions. In addition, the CSR is courteous, maintains neat, timely and orderly paperwork and assists the regional sales managers with questions and problems. The goal of the CSR is to make our customers’ interactions effective and pleasant while ensuring that our existing terms and conditions are understood and followed with few exceptions. .

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Provide quality customer support by handling incoming customer inquires (90% email, 10% calls) in an effective and courteous manner.

Assist customers with orders, ship dates, expedite requests, complaints and questions. Provide the necessary follow up to insure that all customer inquiries, questions and complaints are resolved in a timely and satisfactory manner, both on the phone and through written correspondence.

Ensure the proper creation and timely handling of all Customer Service paperwork such as sales orders, return goods authorizations, credit/debit memo requests, etc.

Resolve product and/or service complaints by understanding and clarifying the customer's complaint, helping the customer to determine the cause the problem, selecting the best solution to resolve the issue and following up to ensure effective resolution.

Learn company products, applications, policies and procedures as needed to support customers.

Ensure that all customer service related paperwork is maintained in neat, accurate and easily accessible files.

Provide inside sales support, including identifying leads for District Sales Managers.

Demonstrate collaborative, cross-functional support with value and respect for all employees.

Maintain a professional and calm demeanor at all times.

Develop strong customer and District Manager relationships within assigned geographic territory.

Achieve appropriate performance and quality metrics through standardized use of customer relationship management and/or enterprise resource planning software (Oracle) to document and report on key activities (troubleshooting, diagnosing, corrective actions and follow-up etc.).

Qualifications:

Bachelor’s degree in Business or related field.

Two (2) years job related experience.

Fluency in written and spoken English.

Preferred Qualifications:

Five (5) years’ experience in Customer Suport, Customer Service operations or Technical Support.

Excellent written and oral communications skills.

High level of customer focus and ability to maintain a positive attitude.

Knowledge of call center practices and processes.

Ability to learn Oracle and Salesforce.com.

Detail Oriented and well organized.

Ability to maintain a professional demeanor at all times with customers and coworkers.

Fully proficient in MS Office applications (Excel, Word, PPT).