Customer Service / Order Entry Representative

ABB Optical Group is seeking a Customer Service / Order Entry Representative to provide total support to customers regarding order placement. The representative will interact with customers to process orders, provide information, and resolve inquiries in a timely manner.

Responsibilities:

• Answer inbound calls and email, enter customer orders, and make outbound calls as appropriate
• Process various types of optical product orders within the appropriate deadlines
• Place orders accurately into the designated ordering system
• Provide order status, shipping information, and associated fee structure to customers as needed
• Research internal and external customer inquiries and provide problem resolution using the most up to date information, technology, and resources regarding orders
• Communicate and coordinate with internal departments to ensure the timeliness of orders
• Effectively troubleshoot and provide resolution support for customer issues in a timely fashion
• Comply with the Attendance Policy and adhere to established department goals and guidelines
• Maintain accurate records of customer interactions and transactions
• Assist customers with processing their orders and general product knowledge
• Provide individualized customer service with high quality and professional standards
• Route calls to the appropriate resources when needed
• Participate in ongoing department training and assessment programs
• Keep reference guides organized and current
• Meet or exceed all key performance metrics set by the department
• Report inconsistencies and inefficiencies, and escalate issues to management
• Actively participate in team discussions; provide feedback to improve the work environment
• Participate in department and company activities
• Provide assistance to other Associates and departments as needed
• Maintain a clean and organized work area

Requirements:

• High school diploma or equivalent
• Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
• Requires proficiency with MS office applications (Excel, Word)
• Excellent written and oral communication skills with the ability to convey information clearly and effectively
• Ability to resolve customer conflict issues in a tactful and professional manner
• Ability to multi-task and utilize multiple systems while performing on the job
• Ability to adapt to change and unexpected demands of the business
• Bachelor's Degree
• Prior work experience in an inbound call center environment or customer service experience
• Proficiency with MS Outlook