Position Summary
A company's reputation is significantly influenced by its front-line employees who interact with customers. The customer experience from these interactions determines whether we gain a new customer, retain an existing one, or lose to our competition. The Customer Service Representative owns the customer experience, takes the initiative to drive requests to resolution, and serves as an advocate for the customer.
Principal Activities
- Manage overall customer experience by being the face of the company and handling communications.
- Manage customer requests through multiple communication channels, including email and phone calls, with potential future involvement in chat and social media interactions.
- Generate quotations and provide price and lead time information to new and existing customers.
- Enter orders into systems to enable production planning and shipping of products, which leads to revenue generation.
- Manage escalations by advocating for the customer and collaborating with other internal and external departments to resolve issues.
- Proactively identify and implement structured and sustainable process improvements within the department and cross-functionally, aiming for best-in-class performance.
- Perform other typical functions within a Customer Care organization, including processing RMAs, initiating debit/credit requests, logging customer complaints, generating reports, and analyzing data.
Knowledge, Skills & Abilities
- Technical Requirements:
- Very strong verbal and written communication skills in English.
- 10-key typing at 60 wpm.
- Able to understand high-level technical complexities associated with engineered products.
- Proficiency with Microsoft Office products, including Outlook, Word, Excel, and others.
- Language Capabilities:
- English
- French, Spanish, or German are a plus.
- Working Time Requirements:
- Willingness to work overtime based on business needs.
Education & Experience
- Associate degree.
- 3 years of experience in customer care or a similar customer-facing role.
- 3 years of experience using ERP systems.
- SAP experience is a plus.
- Experience working in Production/Operations is a plus.
- Experience working in both direct to end-user and B2B environments is a plus.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.