Customer Service Representative
Webgility
This is an opportunity to join Webgility. Webgility is flexible, powerful ecommerce automation software that connects your ecommerce channels to QuickBooks Online or QuickBooks Desktop — no IT or coding necessary. Webgility makes it easy to adopt new sales channels and strategies, so you find new customers and sell more.
We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. The ideal candidate will possess excellent communication skills and a passion for providing exceptional client services. This role involves assisting customers with inquiries, resolving issues, and ensuring a positive experience with our products and services. Multilingual abilities, particularly in Spanish and English, are highly valued as we strive to serve a diverse clientele. This position reports directly to Operations Manager and is part of a team of experienced industry professionals in warehousing, inventory and repair.
Duties
- Resolving purchase order, contract, invoice, or payment discrepancies and documentation.
- Responsible for working hand in hand with field service techs for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- At times, act as the single-point-of-contact to customers, parts distribution centers and/or field techs to process and fulfil customer repair orders; providing accurate documentation and continual communication to customer throughout the process.
- Reporting to Operations Manager, take ownership of and resolve customer inquiries through research, a detailed understanding of Marathon’s processes and practices; provide timely and informative responses.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Maintain accurate records of all internal and external interactions in the appropriate database/system.
- Knowledge of Quality Management Systems and ERP Software platforms required
- Capable of cross training in the areas of invoicing cycles, limited material control, and general office practices. Prepare and distribute standard and customized internal and customer reports.
- Understand Customer Order Management policies, procedures, and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
- Take inbound phone calls as needed. Contact the customer to clarify any technical data having to do with a requested part, model, or terminology. Research and quote parts to key customers.
- Respond promptly to customer inquiries via phone, email, or chat.
- Provide accurate information regarding products, services, and policies.
- Analyze customer feedback and data to improve service delivery.
- Maintain detailed records of customer interactions through data entry.
- Collaborate with team members to enhance the overall customer experience.
- Identify opportunities for upselling or cross-selling products based on customer needs.
Requirements
- Proven experience in a customer service role is preferred.
- Strong verbal and written communication skills.
- Proficiency in computer systems and software applications relevant to customer service operations.
- Ability to analyze information effectively and provide solutions.
- Excellent organizational skills with attention to detail.
- A positive attitude and the ability to work well under pressure in a fast-paced environment.
- Bilingual or multilingual skills (Spanish and English) are a significant advantage.
Join us in delivering outstanding service that makes a difference!
Job Type: Full-time, Part-time
Pay: $24.90 - $29.90 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Education:
- High school or equivalent (Required)
Experience:
- customer service: 1 year (Required)
- ERP Software: 1 year (Required)
Work Location: Remote