Customer Service Representative

Description :

Working Schedule : The first (6) months they will be on 8am to 5pm schedule, Monday through Friday. After this, they will move on a 9am to 6pm schedule Monday through Friday.

Up to 5 hours of OT is expected and offered most weeks. After (9) months they will have an option to bid for an earlier shift, 8am to 5pm or 7am to 4pm.

If they prefer, they can stay on the 9am to 6pm shift permanently. The schedule is made 3 to 4 months in advance so people can schedule things around it if need be.

After they have worked there for (9) months, they will be responsible for after hours rotation or in other words they will be on call.

They tend to be on call (4) weeks out of the year. When they are on call, they work 7am to 4pm Monday through Monday and will work from home during the on-call weeks.

They will work their regular hour work weeks plus any on-call time that is paid. On average they are working 50-55 hours a week during on call weeks.

Approx 100 emails per day and 10-15 calls per day (per agent). Most of the job is email versus phone. The phone calls do take priority, but most of the work is done via email and chat.

Purpose of this position is to facilitate a simple and effective exchange between the customer and customer service representative on behalf of our client for the purchase of after market (spare or replacement) parts.

The position requires responding to customer requests for technical information, price, delivery and the order of spare or replacement parts for the complete line of products and the subsequent processing and management of those orders.

Work is typically conducted via telephone and email, and requires reporting to work at Rochester Hills on a regularly scheduled basis.

ESSENTIAL FUNCTIONS :

Perform daily order management functions including :

• Determination of customer need
• Definition of specific part(s) requirements / number
• Check / confirmation of part(s) availability / delivery
• Part(s) quoting / pricing
• Order confirmation, order entry, data input
• Order follow up / delivery validation / invoicing
• Return / warranty claim processing
• Credits
• Positive interaction w / customers to best meet practical and emotional needs.

Ability to follow call structure and remain available to the Call Center needs.

• High degree of customer sensitivity
• Effective at receiving / giving critical information
• Courteous and professional phone demeanor
• Responsive to call-back requirements
• Interact with other departments including Finance, Purchasing, Inventory Planning, Logistics,

Sales, Tech Support, Training, Service, etc. to ensure customer expectations are achieved 100%

of the time.

Gather technical information to help customer define specific part / number requirements.

Requirements :

• Interact with other departments including Finance, Purchasing, Inventory Control, Traffic & Warehousing, Sales, Hotline and Service to ensure customer expectations are achieved 100% of the time.
• Gather technical information to help customer define specific part / number requirements.
• Use of technical parts manuals
• Order status (update customer)
• Return authorization (obtain proper approvals)
• Provide back up for other employees as circumstances require (work together as a team)

Skills :

Data Entry, Customer Service, Multi Tasking, inbound call, microsoft office, customer service call center, customer service, call center, customer support, order entry, erp system

Top Skills Details :

Data Entry, Customer Service, Multi Tasking,inbound call,microsoft office,customer service call center

Additional Skills & Qualifications :

MUST HAVE :

• 2+ years of customer service experience. Call Center experience preferred but will look at retail or any technical
• Excellent written and verbal communication. Will mainly be communicating via EMAIL so they need to have great grammar, punctuation, etc.
• Great computer skills. They are working with 3 monitors and 3 different systems. Must be able to navigate through the systems and be computer literate
• Strong Microsoft Office skills, mainly outlook, excel and word
• Associate's or Bachelor's degree or working towards it is HIGHLY PREFERRED

NICE TO HAVE :

• Automotive / Aerospace customer service experience
• Technical hands on
• Parts experience, Autozone, Napa Auto parts, Advance auto parts
• Working with ERP / CRM systems
• Order entry and building quotes

Experience Level : Entry Level

Entry Level

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.