Order Customer Support Representative Position Available In Fulton, Georgia

Order Customer Support Representative Opusing LLC Atlanta, GA 30313

Title :

Order Customer Support Representative Location :

Atlanta

GA 30313

(Hybrid)

Duration :

06+ Months Contract (possibility of extension)

Shift :

9:00am-5:30pm or 11:00am-7:30pm (M-F)

Pay Rate :

$22.72 – 25.00/hr.

Job Description:

This is a teleworking position but a week or more of training may take place in the office. Schedule is Monday-Friday with hours of either 9:00am-5:30pm or 11:00am-7:30pm. Training hours may differ. Summary This role provides dedicated support for company Parts and company Catalog customers by processing orders and by researching and resolving order-related issues using EPSC systems including SAP S4 Hana and Thirsty (Salesforce). Case management requires direct communication with customers, internal and external business partners, suppliers, and carriers. The OCSR is tasked achieving resolution within specified service level agreements. Key Activities

• Single point of contact for company Parts and company Catalog Customers
• Handle inbound phone calls via Genesys Cloud and emails from customers or internal stakeholders via Thirsty (Salesforce)
• Provide answers to order-related and part-related questions
• Communicate with the warehouse, suppliers, and carriers to root cause and identify solutions while adhering to CCP and company Catalog business processes and policies.
• Create orders as needed to meet customer requested arrival dates
• Meet or exceed performance metric goals for quality and speed
• Recommend systems and process improvements
• Assist with special projects as needed. Key Skills
• Customer focus
• Communication
• Attention to Detail
• Problem solving
• Building collaborative relationships
• Knowledge of and experience with Thirsty (Salesforce), SAP Supply Chain S4, Genesys Cloud, and company desired. The ability to quickly become proficient in systems is required.
• Ability to balance speed with quality while managing up to 30 ongoing cases at any given time.
• Commitment to and passion for continuous improvement.
• Ability to operate independently and maintain high productivity with minimal daily supervision.

Systems used:

Thirsty (Salesforce), S4 SAP Supply Chain, company Catalog, Excel. Type of activities managed

• Enter orders upon request
• Change, correct, cancel orders as needed
• Approve and create returns and credits
• Answer questions regarding parts, POS items, and related policies/procedures
• Research, root cause, and resolve order-related issues including damaged/defective items, inaccurate shipments, and transportation issues
• Assist customers with website registration, navigation, and issues
• Identify and correct issues preventing orders from progressing through the system
• Perform uploads for large orders and returns Qualifications List the minimum and preferred levels of Education, Experience, and Special Skills needed to perform the responsibilities of the position. Education
• High School diploma; GED equivalent

Preferred Education Level:

Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience Experience

• 1 year in customer-facing role
• 1 year call center experience

Preferred Level:

Preferred experience Level

• 3 years in customer-facing role
• 3 years of call center experience Skills
• Superior communication skills
• Strong Microsoft Office skills (Excel, Teams)
• Proficiency with technical troubleshooting of common computer-related issues.
• Ability to learn new software quickly.
• Excellent problem-solving skills
• Customer relationship skills
• People relationship skills Preferred Level skills In addition to the minimum required skills:
• Proven ability to analyze opportunities and recommend system or process ideas to improve efficiency and meet or exceed customer expectations.
• Order management experience/expertise
• Experience with SAP S4,

Salesforce Job Types:

Full-time, Contract Pay:

$22.72 – $25.00 per hour Expected hours: 40 per week

Benefits:

Health insurance

Shift:

Morning shift No nights

Experience:

SAP S4,

Salesforce:

1 year (Required)

Work Location:

In person