Customer Service Representative
For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.
JOB SUMMARY & SCOPE
The Customer Service Representative answers phones to respond to orders, general customer inquiries, invoice questions, and customer complaints. It is imperative for this individual to project a professional company image through phone interaction.
KEY ACCOUNTABILITIES
Answer phones and respond to customer requests.
Place customer order in computer system.
Provide customers with product and service information.
Transfer customer calls to appropriate staff.
Identify, research, and resolve customer issues using SAP and Outlook.
Follow up on customer inquiries not immediately resolved.
Recognize, document, and alert the manager of trends in customer calls.
Perform 50 customer satisfaction surveys per month.
Recommend process improvements.
Other duties as assigned.
Maintain high level stats.
EDUCATION + EXPERIENCE + KEY TRAITS
The ability to multi-task in a fast-paced environment
Experience working in a call center
Computer literate with the ability to learn customer service software applications
Verbal and written communication skills
Ability to be on the phone the majority of the day utilizing a headset
Reading, writing, and arithmetic skills
Ability to type 40 wpm
TYPICAL PERFORMANCE TARGETS
SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
INNOVATION: Step changed delivery in safety, quality, and/or cost
LANGUAGE SKILLS
Primary language used in daily operations is English. Additional primary company languages include Spanish, French and Dutch.
Read and interpret documents, procedure manuals and various correspondence from both internal and external
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization
SUPERVISION
Role is not responsible for supervising direct or indirect reports
DECISION MAKING + REASONING
Able to take accountability and responsibility for business target delivery and decision making
WORKING RELATIONSHIPS
Customer Service Teams
Internal and external customers
PHYSICAL REQUIREMENTS
Activity
Amount of Time
None
Under 1/3
1/3 to 2/3
Over 2/3
Stand
X
Walk
X
Sit
X
Use hands to finger, handle, or feel
X
Reach with hands and arms
X
Climb or balance
X
Stoop, kneel, crouch, or crawl
X
Talk or hear
X
Lift Up to 25lbs
X
Travel
X
Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.
JOB SUMMARY & SCOPE
The Customer Service Representative answers phones to respond to orders, general customer inquiries, invoice questions, and customer complaints. It is imperative for this individual to project a professional company image through phone interaction.
KEY ACCOUNTABILITIES
Answer phones and respond to customer requests.
Place customer order in computer system.
Provide customers with product and service information.
Transfer customer calls to appropriate staff.
Identify, research, and resolve customer issues using SAP and Outlook.
Follow up on customer inquiries not immediately resolved.
Recognize, document, and alert the manager of trends in customer calls.
Perform 50 customer satisfaction surveys per month.
Recommend process improvements.
Other duties as assigned.
Maintain high level stats.
EDUCATION + EXPERIENCE + KEY TRAITS
The ability to multi-task in a fast-paced environment
Experience working in a call center
Computer literate with the ability to learn customer service software applications
Verbal and written communication skills
Ability to be on the phone the majority of the day utilizing a headset
Reading, writing, and arithmetic skills
Ability to type 40 wpm
TYPICAL PERFORMANCE TARGETS
SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
INNOVATION: Step changed delivery in safety, quality, and/or cost
LANGUAGE SKILLS
Primary language used in daily operations is English. Additional primary company languages include Spanish, French and Dutch.
Read and interpret documents, procedure manuals and various correspondence from both internal and external
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization
SUPERVISION
Role is not responsible for supervising direct or indirect reports
DECISION MAKING + REASONING
Able to take accountability and responsibility for business target delivery and decision making
WORKING RELATIONSHIPS
Customer Service Teams
Internal and external customers
PHYSICAL REQUIREMENTS
Activity
Amount of Time
None
Under 1/3
1/3 to 2/3
Over 2/3
Stand
X
Walk
X
Sit
X
Use hands to finger, handle, or feel
X
Reach with hands and arms
X
Climb or balance
X
Stoop, kneel, crouch, or crawl
X
Talk or hear
X
Lift Up to 25lbs
X
Travel
X
Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.