Call Center / Customer Service IV Position Available In Davidson, Tennessee

Call Center / Customer Service IV#25-60065
$23.22-$25.00 per hour
Nashville, TN
All On-site Job Description
Our Client, a Global Power Technology Leader company, is looking for a Call Center / Customer Service IV for their Nashville, TN / Hybrid location.

Responsibilities:

Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.
Order life cycle includes customer set up, part information and pricing, order entry, manage due dates and backorders, reporting, shipping, RMAs, debits, and credits. Interactions may be inbound, outbound or a combination of both.
Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
Act as the single-point-of-contact to customers and cross functional departments to process and fulfill customer orders; providing accurate documentation and continual communication to customer throughout the process.
Take ownership of and resolve complex inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses.
Escalate issue to the next appropriate level of customer support as needed.
Maintain accurate records of all internal and external interactions in the appropriate database/system.
Prepare and distribute standard and customized internal and customer reports.
Understand Customer Order Management policies, procedures, and metrics.
Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
Participate in/lead process improvement projects.
Engage in providing “value – added” services and promoting customer facing tools such as online portals.
Perform tasks required to maintain integrity of data in relevant systems.

Requirements:

High School Diploma required. College or equivalent degree preferred.
Minimum of 2 years customer service-related experience is required.
Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
Strong customer service skills and interpersonal skills.
Communicates in a clear, organized, and precise manner with functional areas to drive the required response.
Strong ability to work independently and manage one’s time.
Strong ability to accurately document and record customer/client information.
Previous experience with computer applications, such as Microsoft Office Suite. It is absolutely imperative that the selected candidate be proficient with MS Excel.
Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages.
Ability to learn new skills required to utilize internal systems like Order Management Systems (OMS) and Customer Relationship Management (CRM) Systems etc. Why Should You Apply?
Health Benefits
Referral Program
Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.