Job Posting for Customer Solutions Rep at RLA Engineering, LLC

Job Title: Field Technician

Department: WS

Expected Weekly Hours: 40

Reports to: Operations Manager

Location: Boise, Idaho

Pay Rate: $17.28 per hour

Position Summary

This position is responsible for receiving inbound calls from the client’s small and medium business customers (end users) and facilitating answering those customer’s product questions. If you enjoy customer facing and relationship-based work involving reducing customer down time due to product availability/logistical issues, this position is for you!

Duties and Responsibilities:

Become an expert in the specs/operations of the assigned client’s product line
Understand the impact of down time to a customer’s business to determine best next steps towards resolution
Triage and manage customer service requests such as product orders, payment, shipping, returns and replacements
Collaborate with the client’s online store team to make continuous customer service SOP improvements including notifications to customers when product production and/or shipping delay issues happen
Document customer issues using case management tool(s)
Take action on requests including collaboration with broader online store team to yield solutions, responding with the appropriate level of urgency and priority
Perform other duties as needed

Job Requirements

Education and Experience: The requirements listed below are representative of the knowledge, skill, and/or ability required.

High School Diploma, GED or Equivalent
1-2 years of experience in a customer service call center role
Experience managing customer product issues such as ordering, payments, shipping, returns/refunds, replacements, etc.
Experience managing customer expectations regarding product shipment delays, product end of life notifications, etc.
Experience working with various CRMs and ordering systems (e.g., SAP and Oracle)
Experience following call etiquette SOPs
Experience working with computer and printing products preferred

Qualifications:

Working knowledge of common issues with ordering, shipping and returning consumer products
Strong verbal and written communication skills; excellent email, telephone and virtual meeting etiquette
Customer service orientated, ensuring needs are met in a timely fashion
Ability to talk through a data problem and come up with a way to resolve challenges
Ability to take opportunities for continuous improvement and implement documented process improvements
Ability to work on multiple projects concurrently; demonstrated organization, problem-solving, project management, and time management skills
Demonstrated strong ability to work well within an onsite or distributed team environment, or independently; strong interpersonal and teamwork skills; ability to work and interact effectively with team members from other disciplines, cultures, and organizations
Excellent verbal and written communication skills; ability to effectively inform and present ideas confidently and persuasively to peers and managers
Ability to take initiative to ask questions, ask for help, or provide updates, without reluctance
Ability to meet the eligibility requirements for working in the US without RLA sponsorship for employment visa status
Strong computer skills that include proficiency with MS Office (Word, Outlook, Excel, PowerPoint, and Visio), Teams and SharePoint

Language Skills

Ability to read, write, and speak English proficiently

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear.
Frequently required to stand, walk, sit, use hands to feel; reach with hand and arms, and stoop, kneel, or crouch.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
At times, may require more than 40 hours per week to perform the duties of the position.

Work Environment:

The position typically operates in a standard office environment.
This role may use standard office equipment such as computer, phones, photocopiers, filing cabinets, and fax machines.

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Customer Solutions Rep

Job Posting for Customer Solutions Rep at RLA Engineering, LLC

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