Onsite Customer Service Specialist – Mon–Fri

Nice North America; Carlsbad, Olive Branch (CA, MS); On-site; USD 23,000 - 28,000; Full time

Job summary

Nice North America in Carlsbad, CA is seeking a Customer Service Rep 1 (CSR1) to process orders, respond to inquiries via email/phone, and handle stock adjustments and returns for merchandise. The role is fully onsite in Carlsbad, CA or Olive Branch, MS with a Monday–Friday schedule, Pacific time mornings.

Responsibilities include data entry, managing orders and cases, coordinating with Sales, Accounting, and Operations to ensure customer satisfaction, and maintaining adherence to Return

Qualifications

• Associate degree (A.A.) or equivalent from two-year College, technical school; or six months to one-year related experience.
• Must 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.
• Spanish a plus; strong written and verbal communication.

Responsibilities

• Enters accurate data into computer, including general contact information, sales orders, or case records.
• Communicate with customers by email and manage orders, cases, or VOC until resolved.
• Investigate short shipments, mis-shipments and lost shipments and initiates credit memos, debit memos, returns, or replacements where applicable.
• 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.
• 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

Excellent customer service

Data entry

Communication skills

Problem solving

Spanish a plus

Education

Associate degree or equivalent

Job description

Nice North America in Carlsbad, CA is seeking a Customer Service Rep 1 (CSR1) to process orders, respond to inquiries via email/phone, and handle stock adjustments and returns for merchandise. The role is fully onsite in Carlsbad, CA or Olive Branch, MS with a Monday–Friday schedule, Pacific time mornings.

Responsibilities include data entry, managing orders and cases, coordinating with Sales, Accounting, and Operations to ensure customer satisfaction, and maintaining adherence to Return