Now Hiring - BendPak, Inc. - Manufacturing Call Center Customer Service Specialist in Agoura Hills, CA

Full description of the position

JOB SUMMARY:

The BendPak Call Center Customer Service Team is looking to add an enthusiastic and attentive representative with a talent for providing world class customer service in a fast-paced environment. The successful candidate will play a fundamental role in achieving our ambitious customer acquisition, retention, and revenue growth objectives. You must type no less than 45 words per minute with 95% accuracy and be comfortable with multi-tasking as you will be making or taking dozens of calls and chatting and emailing with dozens of our customers daily. You will also process orders and quotations, prepare correspondence, and fulfill customer needs in a timely manner to ensure high customer satisfaction. You will directly interface with our customers to provide support across the entire sales cycle. You will field information and quote requests, through purchase order placement, order updates, order status and post-delivery support. You will also communicate with internal team members from Accounting, Warehouse, Sales, Shipping, etc. to provide accurate and timely information and updates to our customers.

KEY TRAITS AND CHARACTERISTICS:

Able to focus on the big picture while being passionate about every minute detail.

An excellent communicator and motivator comfortable working with cross-functional teams.

Able to carry out the key warehousing activities of receiving, storage, and shipping.

Able to plan warehouse space requirements and warehouse layout to optimize storage and distribution.

Ability to meet multiple deadlines, prioritize work and keep projects moving forward.

KEY DUTIES AND RESPONSIBILITIES:

Deliver exceptional customer service to our customers through email, chat, text, and phone correspondence.

Understand customer needs and requirements.

Processes customer purchase orders and change orders in ERP system.

Effectively and proactively communicates with internal departments to gather information needed for order updates or ensure that orders are moving.

Helps lead the customer compliments and complaints process, ensuring all complaints are being recorded and a resolution put in place in a timely manner.

Conduct outbound and inbound calls to customers to provide assistance and support.

Analyze customer needs and provide appropriate solutions or recommendations.

Maintain accurate and detailed records of customer interactions and transactions.

Handle customer inquiries, complaints, and escalations in a professional and timely manner

Collaborate with other team members to ensure customer satisfaction.

Work with customers daily to provide product and service information, address and resolve concerns, and process order requests and escalations.

Document all customer activities, resolutions, requests, and complaints.

Build sustainable relationships and trust amongst customers through open and interactive conversations.

Interpret customer needs utilizing consultative and active listening skills to provide tailored product/service recommendations.

Manage customer complaints with empathy, ease, and efficiency, provide effective solutions, and escalate to necessary departments to ensure a prompt resolution.

Go the extra mile to engage and support customers.

Respond promptly to customer inquiries.

Handle and resolve customer issues.

Obtain and evaluate all relevant information to handle inquiries and complaints.

Process orders, forms, applications, and requests in a timely manner.

Keep up to date with new product and service changes as they occur.

REQUIREMENTS AND TECHNICAL COMPETENCIES:

Some college preferred. High school diploma, general education degree or equivalent is required.

2+ years experience in Customer Service, Call Center, Order Processing, or related field

Excellent knowledge of MS Office, including Outlook, MS Word, and MS Excel

Working experience of relevant computer applications and general Internet use

Ability to type 45-60 WPM with 95% accuracy.

Professional communication and oral skills required, most importantly writing and grammar accuracy.

Working knowledge of ERP programs, SAGE, SAP, ORACLE, INFOR, LAWSON, etc.

Working Knowledge of customer service ticketing systems, Zendesk, Freshdesk, Jira, etc.

Working Knowledge of CRM programs, Goldmine, Pipedrive, Salesforce, etc.

Knowledge of customer service principles and practices

Knowledge of administrative procedures

Professional demeanor

Comfortable performing repetitive tasks.

Highly motivated and target-driven

Prioritizing, time management and organizational skills

Strong listening skills

Problem analysis and problem-solving

Demonstrated high-level attention to detail and accuracy.

Data collection and order entry skills

Customer service orientation

Ability to analyze and research data and resolve discrepancies.

Ability to employ deductive reasoning and critical thinking skills.

Ability to seek out information and resolve issues.

Ability to analyze complex data and make recommendations.

Ability to calculate and process information quickly and accurately.

Effectively organize, prioritize, and handle multiple tasks to meet recurring deadlines.

Learn new concepts quickly and accurately.

Comfortable working autonomously and independently but within a team in a fast-paced environment

Bilingual a plus.

WORK ENVIRONMENT and PHYSICAL DEMANDS:

This job operates in a professional office environment and typical of a call center operation.

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and various computer programs.

The Call Center Customer Service Specialist is routinely required to sit, stand, walk, climb stairs, touch, see, hear, occasionally operate machinery, and occasionally lift up to 45 pounds.

While performing the duties of this job, the employee is regularly required to walk, talk, and hear as well as sit for long periods of time.

The noise level in the work environment is typical of that of an office.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Expected hours: 39 per week

Benefits:

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

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Agoura Hills, CA 91301: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• Customer support: 2 years (Required)
• ERP systems: 2 years (Required)
• CRM software: 2 years (Required)
• Live chat: 2 years (Preferred)
• Call center: 2 years (Required)
• Data entry: 2 years (Required)
• Computer operation: 2 years (Required)
• Typing(45WPM): 2 years (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• Agoura Hills, CA 91301 (Required)

Work Location: In person