Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Medical, dental, and vision insurance
- Life and group life insurance
- Voluntary supplemental life insurance
- Supplemental health benefits (critical illness, hospital, accident)
- Short- and long-term disability
- Paid family leave (where applicable by state law)
- 401(k) plan
- Tuition reimbursement
- Eyewear discounts
- Paid vacation and/or sick time
- Paid holidays
- Birthday PTO
Company Overview