The hours for this position are 11:00 a.m. to 8:00 p.m. Monday through Friday.
Answer average of 45-50 incoming calls per day and make 20-25 outgoing calls.
Review and accurately process for same day shipping all incoming phone, faxed, emailed and ecommerce orders (Online Store, OPIE, Punchout).
Field incoming chat inquiries from all SPS websites (Online Store, Punchout, CompWell)
Follow-up promptly with customers regarding pricing requests, product information, problem shipments, tracking information, etc.
Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken to resolve the issue.
Communicate all back order and drop ship inquiries for an assigned territory of internal or external customers via phone call and email.
Maintain spreadsheet on problem returns. Communicate needed information to customer and respond promptly to the returns department.
Support SPS Sales Representatives as needed.
Promote and support both the SCORE and Rewards Programs messaging cost savings alternatives.
Proof and edit marketing materials and catalogs as needed.
Process credit card orders (mostly government cards) in compliance with company security guidelines.
High School Education or GED is required
Minimum of 2 years of related experience in a customer service capacity
Additional Success Factors
In-depth knowledge of drop ship processes and policies.
Ability to lead and direct the work product of a team.
Maintain monthly sales average of 150k or above.
Attend vendor product training sessions and complete all compliance training.
Consistently exhibit a positive attitude and exceptional work ethic.
Demonstrate professionalism in all dealings with inside and outside customers.
Document with order notes any and all issues with regards to shipment, order processing and vendor shipping errors.
Ability and desire to work in a fast-paced call center environment.
Possess excellent customer service and communication skills.
Above average computer skills with a technical aptitude and ability to learn company specific software.
Detail oriented and self-motivated.
Excellent organizational skills.
Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
Keep the patient at the center of everything that you do, building lifelong trust.
Foster open collaboration and constructive dialogue with everyone around you.
Continuously innovate new solutions, influencing and responding to change.
Focus on superior outcomes, and calibrate work processes for outstanding results.
Our Investment in You
Competitive health and insurance benefits.
Annual target bonus or commission.
Paid vacation and sick time.
Frequent company update talks with our leadership team.
Associated topics: call center associate, customer care associate, customer service, customer service representative, rep, service representative, technical support, telephone, telephone service representative, tsr
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.