Technical Customer Service

Reports to: Customer Service Manager

Salary: From $20.00 per hour

Sign-On bonus

Position responsibilities:

• Provides moderately complex technical support and assistance to clients.
• Check emails, answer questions, and print orders.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Addresses customer inquiries on organizational products and services, including installation, operational functions, troubleshooting and maintenance.
• Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance and customer satisfaction.
• Mark up orders, check for pricing, correct part number and large quantities.
• Watch for credit hold releases, re-date and confirm.
• Check for back ordered items and notify customer of delay.
• Check EDI orders for corrections and ship dates.
• Help with order entry as needed.
• Receives calls from distributors, OEM’s and consumers
• Record all replacement parts, samples. Enter the orders and report back to Sales reps. that orders have been entered.
• Addresses freight claims by looking up all records, gathering information, photos, give to accounting and report to NCL. Check on daily for outcome.
• Gather information for all shipping errors and fill out report to provide to operations.
• Back up Retail and Tresco when their CSR’s are out.
• Check all reports and ship schedule, must be done daily at the end of the day, re-date back orders and re-confirm.
• Perform other duties as assigned.

Essential skills and experience:

• High school diploma or equivalent.
• Strong verbal and written communication skills
• Proficiency in MS Outlook, Excel, PowerPoint and Word
• Ability to multi-task, prioritize and manage time effectively
• Positive, empathetic and professional attitude toward customers at all times.

Preferred skills and experience:

• Proven customer support experience or experience as a client service representative

Reporting to this position: No direct reports

Physical Demands: While performing the duties of this job, the employee is regularly required to walk; sit; talk or hear; use hands and fingers to operate a computer and telephone; reach with arms and hands; and stoop. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading. Light to moderate lifting up to 15 lbs. is required.

Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Referral program
• Vision insurance

Ability to Commute:

• Louisville, KY 40299 (Required)

Ability to Relocate:

• Louisville, KY 40299: Relocate before starting work (Required)

Work Location: In person