Customer Service Representative

Location:

Greenville, SC (ACS Headquarters)

Position Summary

Because of the growth we experienced during the last year, we are looking to expand our Customer Services team by adding a Customer Service Representative. The Customer Service Representative will be responsible for assisting new and existing accounts with issues related to the sales and return process. Primary responsibilities include responding to customer inquiries, scheduling follow up calls, responding to email inquiries, contacting vendors, and offering solutions to customer issues as it relates to their existing & previous part orders.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Customer Interfacing

Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer
Submit invoices to Customers
Informs and follows up with Customers regarding their lead times of shipping
Captures customer’s requests & claims and enters into the system
Update/Change orders per the Customer’s needs
Contacts, follows up and closes the loop with customer
Contributes to continuous improvement to enhance work methods and customer satisfaction

Handle all Customer Escalations

Handles customer order portfolio and monitors execution
Analyses and provides issue resolution or appropriate answer in a timely manner
Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences
Handle Return Orders promptly and efficiently

Part Manuals and Requests

Work closely with vendors for updated pricey and availability of parts
Request part manuals to continue to update the ACS library
Coordinate logistics with parts coming in (when ACS gets it) and updating the Customer (when it’s being shipped)
Proposes product alternatives in case of phase-out or shortage

Distribution Support

Coordinate with the relevant partners to ensure on-time deliveries and service commitment
Shares recurring problems with the relevant internal partners (Warehouse/Sales) in order to find solutions
Coordinate Logistics of Orders/Parts arriving at the Warehouse and being shipped to Customers

Support Sales Team

Cross-trained with Sales to provide backup support as needed
Handoff opportunities for an up-sell situation

Minimum Qualifications (Knowledge, Skills, and Abilities)

Bachelor's Degree
Minimum Two Years Customer Service Experience
Strong computer and internet skills including Google Workspace required
Experience with Salesforce, NetSuite, is a plus
Must be a self-starter with excellent interpersonal and communication skills with a talent for organization and accuracy
Maintaining confidentiality of sensitive information
Must be efficient with strong attention to detail
Must have strong customer support orientation (for internal/external customers), demonstrate professional demeanor, and the ability to maintain confidential information
Must have strong skills in organization and planning, demonstrated ability to work independently and exercise sound judgment and problem solving
Ability to prioritize tasks, exercise sound judgment and confidentiality with sensitive information
Excellent communication, interpersonal, and presentation skills
Proven ability to multitask, prioritize and see projects through to completion

Benefits Include:

Medical, PTO, 401(k) and 401(k)Match

Job Type:

Full-time

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