Summary
We are seeking a dedicated and detail-oriented Will Call Customer Support Specialist to join our team. In this role, you will be responsible for efficiently processing returns and credits, ensuring an exceptional experience for all customers. Your ability to handle customer inquiries with professionalism, accuracy, and urgency will be crucial in maintaining our high standards of customer satisfaction. The ideal candidate will be committed to delivering the best service in the industry.
Customer Support
?espond to customer requests for returns & credits via email and phone.
?rocess returns and credit requests, including order entry for replacements.
?heck stock availability, track order and delivery status, and other necessary data.
?ommunicate with vendors, warehouse team, and Accounts Payable as necessary to process returns.
?ollow appropriate procedures when determining if material will be returned to factory, warehouse, or scrapped in field.
?artner with suppliers to process direct returns to factory.
?ssue credits as outlined by Banner internal procedures.
?reate positive customer experiences through email, phone, and written communications.
?tilize required systems including P21 and Salesforce to process returns & credits, maintain accurate records, and respond to customer inquiries.
Will-Call Counter Support
?ervice incoming customers with their various needs including but not limited to processing orders and returns and handling cases from work queues.
?anage cases as assigned in Salesforce, including but not limited to RMAs & credits and responding customer inquiries.
?ddressing any issues or concerns that customers may have during the pickup process.
Inter-Departmental Communication
?ork closely with the Contact Center teams to complete customer credit & return requests, generate replacement orders, and provide order status information
?ommunicate with other departments within Banner as needed to answer questions and resolve customer issues.
Qualifications
?igh School diploma or GED required
?ssociate degree or bachelor? degree preferred
?-5 years?xperience in customer service, preferably in the distribution industry
Skills
?ustomer Focus: Ability to build strong customer relationships, deliver customer-centric solutions, and ensure all inquiries are resolved quickly and accurately.
?nterpersonal Skills: Ability to interact, communicate and build relationships with others
?erbal and written communication skills: Ability to clearly articulate and convey information and ideas in speaking and writing so others will understand
?mpathy: Taking an active interest in the concerns of others through social awareness and relationship management and ensuring customer needs are met
?rofessionalism: Professional and pleasant speaking and writing manner via telephone, email and in person, basic business acumen and urgency in resolving customer issues
?echnical Learning Capability: Proficient with or the ability to quickly learn an array of computer hardware and software.