Customer Success Representative

$18.00 - $21.00 hourly
  • Jameco Electronics
  • Belmont, CA, USA
  • Jan 14, 2020
Full time   Customer Service

Job Description

Jameco Electronics, established over 40 years ago, is a distributor of electronics components. They carry over 50,000 semiconductors, passives, interconnects, electromechanical, power supplies and LEDs. Jameco’s loyal customer base includes both B2B and B2C customers

 

POSITION SUMMARY:

The Customer Success Representative processes orders received by mail, telephone, fax or email from customers.  This individual will interface with customers and in-house personnel to successfully meet objectives vital to customer satisfaction.  This individual will handle all inquiries on product availability, pricing, promotions and any order related inquires. This individual will handle tasks that are routine and moderately complex.

 

ESSENTIAL JOB DUTIES:

The Customer Success Representative is responsible for assisting and supporting the customers while providing excellent service.  Additional duties include:

 

  • Answers inbound phone calls daily
  • Inputs orders, quotes
  • Online chat interaction with customers
  • Outbound calls and or emails to customers
  • Face to face over the counter support
  • Offers special promotions to customers
  • Handles follow-up on existing orders to ensure completion
  • Management of eBay and Amazon orders
  • Handles customers questions on products, pricing, availability and promotions
  • Monitors hold codes – orders that may be holding for various reasons
  • Researches customer problems and complaints
  • Track packages, interact with shipping companies, file claims
  • Processes lost, missing and wrong part replacements
  • Processes shipping and price discrepancy credits
  • Make modifications to order
  • Refers unusual problems and situations to Supervisor and or other departments
  • Monitor Email; review messages and respond within designated service level targets
  • Monitor Voicemail messages, review and respond
  • Handle problem resolutions from other departments
  • Handles various reports as assigned by Lead or Supervisor
  • Perform other tasks as required by the Customer Success Supervisor

 

BACKGROUND REQUIRED SKILLS:

This individual requires knowledge and skills normally acquired through the successful completion of a High School Diploma or general education degree (GED). 

Additional requirements include:

  • Must have excellent phone demeanor and phone etiquette
  • Must have excellent verbal and written communication skills
  • Must have the ability to provide exceptional customer support, ensuring customer satisfaction
  • Must have the ability to problem solve and make decisions
  • Must be able to multi-task
  • Must be detail oriented and accuracy in data entry skills
  • Must have punctual and regular attendance
  • Must be reliable, adaptable and a team player
  • Basic computer knowledge, web and email

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