Onsite Customer Service & Orders Specialist

Nice Group; Olive Branch (MS); On-site; USD 23,000 - 28,000; Full time

Job summary

Nice North America, a subsidiary of Nice S.p.A., is hiring a Customer Service Representative I (CSR1) to process orders, respond to inquiries, and support customers across North America. This fully onsite role accepts candidates in Carlsbad, CA or Olive Branch, MS with a Monday–Friday schedule and a 7:00am–3:30pm Pacific time window.

You’ll enter data accurately, manage orders and returns, coordinate with Sales, Accounting, and Operations, and uphold our Return Policy and quality standards while

Qualifications

• Associate degree (A.A.) or equivalent from two-year College, technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Must always be able to demonstrate excellent customer service and courtesy skills via email.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Spanish a plus.
• Advanced written and oral communication skills; detail oriented and strong organizational skills.
• Strong ability to adapt to changing priorities, and work with a sense of urgency.
• Must be able to maintain attendance within standards established by Nice North America’s attendance policy.
• Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self.
• Computer literacy required, including intermediate Microsoft applications (i.e. Excel, Word, PPT, etc.) .
• Positive attitude, self-motivated and eager to succeed.

Responsibilities

• Enters accurate data into computer, including general contact information, sales order, or case records.
• Communicates with customers by e-mail and determines the nature of the request. The CSR1 creates an order, case record, or VOC of the customer issue. It is then the responsibility of the CSR1 to follow through the customer’s issue until it is fully resolved. This includes both orders and inquiries.
• Investigate instances such as short shipments, mis-shipments and lost shipments and initiates credit memos, debit memos, returns, or replacements where applicable based on information from the system.
• Accesses computerized data to quote availability of product from inventory levels.
• Accesses computerized data to provide lead times for back-ordered products within department standards.
• Interfaces via email with management to communicate special service needs and customer requests.
• Interfaces via email with Accounting and Operations to ensure general customer satisfaction.
• Refers all sales leads, customer requests and product information requests including pricing to the appropriate Regional Sales Manager.
• Soft sells Nice North America products.
• Works closely with sales team members to assure prompt attention to all customer matters within each region.
• Ensures customer is aware of, and follows, the Return Policy and all other relevant procedures.
• Understand, support, and execute all work in the established procedures, methods and working requirements.
• Implements and maintains department policies and standards.
• Assists in supporting Strategic Account partners via phone and email for all orders, inquiries, and additional requests.
• Provide reception coverage as scheduled.
• Meets assigned team and individual KPI’s/metrics for all phone calls and emails.
• Perform any other related duties as required or assigned.

Skills

Customer service

Data entry

Order processing

Problem solving

Communication

Attention to detail

Multitasking

Microsoft Office

Team collaboration

Spanish

Education

AA degree or equivalent

Tools

Microsoft Office

CRM system

Job description

Nice North America, a subsidiary of Nice S.p.A., is hiring a Customer Service Representative I (CSR1) to process orders, respond to inquiries, and support customers across North America. This fully onsite role accepts candidates in Carlsbad, CA or Olive Branch, MS with a Monday–Friday schedule and a 7:00am–3:30pm Pacific time window.

You’ll enter data accurately, manage orders and returns, coordinate with Sales, Accounting, and Operations, and uphold our Return Policy and quality standards while