Customer Service Representative

Description

• External customer inquiries on products, orders, shipments, etc.
• Communicates with internal and external team members to help resolve customer concerns; can build effective work relationships, deescalate conflict, and communicate professionally to all stakeholders
• Advises Order Management leadership of process improvement opportunities and participates in problem solving meetings
• Internal customer inquiries from Sales, Freight, Plant, Order Management, etc.
• Collaborates with Order Management peers to provide superior customer experiences and shares best practices/lessons learned in team meetings
• Takes ownership of inquires – utilizes all ADS resources to help find solutions, completes timely and thorough reviews, and proactively follows up with concerned parties
• Promptly processes internal and external customer requests by fax, telephone, mail and/or email, includes but is not limited to:
• Reviews order entry in a timely manner, checks orders for accuracy when needed

Requirements

• Can understand, manage, and support their own connectivity to the Internet (Wi-Fi, Router, ISP); is able to have a backup plan in place in case internet outage occurs
• High School Diploma or GED equivalent
• Autonomy – ability to solve majority of inquiries without escalating, can ask others for help, volunteers to help others without being prompted, doesn’t require supervisor to constantly check in
• Experience with Google Chrome and Microsoft Edge browsers
• Effective written/verbal/nonverbal communication – genuinely listens, doesn’t interrupt, refrains from inserting personal opinions when representing others professionally, presents interest or concerns genuinely (seeks to understand, follows through with commitments and follow ups), doesn’t create additional conflict – works to find compromises/solutions
• Proficient Computer Skills –
• Can set up ergonomic and effective workstation independently
• Windows 10 proficiency - can navigate the screen, familiar with common terms such as maximize, minimize, task bar, system tray; can locate application launcher and search for an application
• Can perform basic computer troubleshooting skills for hardware and software
• 2+ years’ experience in Customer Service that includes responsibility for external customer interactions
• High task variation – can work in a fast-paced, remote work environment that requires focused attention to detail and immediate responses to inquiries. Switches often from call to email to meeting without compromising work quality.
• Experience with Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft PowerPoint
• Analytical, problem-solving mindset – can absorb large amounts of information quickly, understands how to manage competing priorities, can identify gaps/solutions, doesn’t require an SOP for all work activity (able to apply previous experiences to new opportunities)
• Trust & Reliability – attendance is important for all positions but especially for a CSR due to regional assignments. Even though position is work remote – this position works consistently and productively throughout the workday. Additionally, if assigned volume of work is low, CSR helps others to manage emails and orders.

Benefits

• 100% paid by ADS.

Training + Development

Interview process

Visa Sponsorship

Security clearance