Hybrid CSR - Customer Care & Solutions (West)

ASC Engineered Solutions, LLC; Vancouver (WA); Hybrid; USD 28,000 - 47,000; Full time

Job summary

ASC Engineered Solutions, LLC in Vancouver, WA is seeking a Customer Care Representative - West to join our West Team. The CSR will be primary point of contact, handling inquiries, resolving issues, and delivering exceptional service.

This hybrid, full-time role in our distribution center offers a Monday-Friday 8:00am-5:00pm schedule. Candidates should have a B2B customer service background, strong communication, and ERP/CRM proficiency to support customers and processes.

Qualifications

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent communication skills, verbal and written, with conflict-resolution ability.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to remain calm under pressure.
• ERP/CRM proficiency beneficial.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
• Assist customers with product and service-related questions, technical issues, and account management.
• Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMAs, credits, and debits in the company portal/CRM.
• Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.
• Process RFQs from customers and outside sales with accuracy and timeliness in the company's ERP platform.
• Identify opportunities for process improvements to enhance the overall customer experience.
• Stay up to date on product/service offerings policies, and procedures.
• Accurately document customer interactions and transactions in ASC's CRM system.
• Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
• Monitor KPI's in the PowerBi Dashboards to ensure best-in-class service.
• Other duties as assigned

Skills

Customer service

Communication skills

ERP experience

CRM experience

Problem-solving

Team collaboration

Adaptability

Education

Bachelor's degree or equivalent work experience in a B2B Customer Service role

Tools

ERP system

CRM

Job description

ASC Engineered Solutions, LLC in Vancouver, WA is seeking a Customer Care Representative - West to join our West Team. The CSR will be primary point of contact, handling inquiries, resolving issues, and delivering exceptional service.

This hybrid, full-time role in our distribution center offers a Monday-Friday 8:00am-5:00pm schedule. Candidates should have a B2B customer service background, strong communication, and ERP/CRM proficiency to support customers and processes.