Customer Support Specialist Scotts Valley, CA

The Customer Service Representative attracts customers by answering product and service questions; suggesting information about other products and services. Process return orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Customer Service
South Bay - 02
Full Time

Job Duties:

  • Handle customer complaints, identify issues, solve problems, and escalate to management when needed.
  • Issue Credit Memo's to customers and set them up to apply to specific documents when requested.
  • Troubleshoot customer order discrepancies and correct as needed.
  • Track missing orders and schedule new return orders with customers and shipping companies.
  • Troubleshoot customer order discrepancies and correct as needed.
  • File claims with shipping companies.
  • Answer order and product specific questions from the sales department, customers, and other co-workers.
  • Maintain accurate records of incoming and outgoing calls with their resolutions.
  • Set up and maintain email distribution lists in computer system for automated shipment and invoice notification.

Minimum Qualifications Required:

  • At least 6 months recent experience in customer service, call center, sales, or a related field
  • Previous experience in a job that required extensive phone communication and the ability to quickly extract needed information over the phone while using the computer.
  • Previous RMA experience dealing with all aspects of issuing and processing returns and credits
  • Experience using multi-phone line system, Microsoft _W_ord, Excel, and Access
  • Databases with typing speed of min 40wpm
  • Strong written and verbal communication skills and the ability to speak, write and read English fluently
  • Excellent typing with minimum 40wpm and data entry experience
  • Ability to sit and use the computer and telephone for an 8-hour workday

Skills and/or Training Desired:

  • Experience working with all common shipping carriers with knowledge of LTL shipments.
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