Customer Service Representative - Hoffman Estates, United States - NSK America Corp

NSK America Corp

Verified Company

Hoffman Estates, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

JOB OVERVIEW:

This position is primarily responsible for providing effective customer service for our internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

This position will work as part of the dental team, and in the role, interact with other departments to provide a seamless service experience to our clients.

The Customer Service Rep must be a highly-motivated individual who is eager to accept additional responsibilities when needed.

This position is located onsite at our Hoffman Estates, IL office.

ESSENTIAL FUNCTIONS:

Provide thorough, accurate and ethical customer service support to our clients
Develop and maintain strong relationships with clients and team members
Provide timely and accurate information to incoming customer order status, pricing and availability, and product knowledge requests
Provide timely feedback to the company regarding service or customer concerns
Execute daily transactions which may include order entry, returns, order changes, processing promotions, credits and any other assigned tasks according to established department policies and procedures
Provide user support and customer service on all customerrelated issues
Manage daytoday activities per customer requests that allows the sales team more opportunities to sell
Obtain and evaluate all relevant information to handle all inquiries and issues
Process order and information entry with accuracy, efficiency and quality
Take ownership on customer issues, ensuring any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from management when necessary
Work with internal departments to meet all customer needs and satisfaction
Review delivery schedules. Track and communicate any changes and potential service issues to the customer
Offer suggestions/substitutions when items are backordered
Partner with the sales team to review customer needs and to meet and exceed customer's service expectations
Follow specific instructions and processes to maintain accurate call tracking logs; entries of contact with resolution details and followup information including, but not limited to details of inquiries, issues, actions taken, current state, etc.
Conduct proactive customer calls to ensure high customer satisfaction
Ability to support company products and inquiries and provide some technical support
Attain the established goals as a team member and individual contributor as communicated by management
Initiate internal communications and information related to the service of clients and the completion of their transactions
Ability, willingness, and comfort to engage with customers
Attend and actively participate in department and team meetings
Assist with special projects such as Trial Demo programs
Regular, reliable, attendance in the office
Other duties as assigned

QUALIFICATIONS:

Bachelor degree or equivalent work experience preferred
Previous experience working in a highvolume customer service function preferred
3 to 5 year's customer service experience required
Experience with Salesforce preferred

CORE COMPETENCIES:

Passion for excellent customer service and desire to do important work in an environment of change
Strong communicator, excellent active listening and interpersonal skills, verbal and written skills are critical in this role
Attention to detail and ability to multitask
Excellent time management skills; highly organized and efficient
Selfmotivation and selfmanagement skills are essentials in our environment
Must possess a positive attitude
Technical Capacity

PHYSICAL DEMANDS:

Actions of the position include:

speaking, hearing, sitting, standing, walking and bending as well as hand/arm movements such as grasping, reaching, pulling and typing.

Ability to lift at least 15 lbs.