Customer Service Representative

This is an opportunity to join Webgility.

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!

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

• 8 hour shift

• High school or equivalent (Required)

• customer service: 1 year (Required)
• ERP Software: 1 year (Required)