Required Education:

• High School degree or equivalent.

Preferred Education:

• Associate degree or Bachelor's in a related discipline.

Required Experience/Skills/Qualifications:

• 2+ years of practical Customer Support experience.
• Verbal and written communication skills in English.
• Experience with Microsoft Office applications.
• Ability to address customer inquiries/escalations.
• Professionalism and excellent customer service skills.

Preferred Experience/Skills/Qualifications:

• Prior exposure to HVAC/Building Automation & Fire Safety customer segment.
• SAP experience.
• Salesforce experience.

As a Customer Services Support Operator, you will: Demonstrate the ability to prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly. Provide exposure to HVAC/Building Automation & Fire Safety customer segments. Spend half the day on phones in a call center environment, with the other half focused on email and other required tasks. Provide long-term resolutions to our customers, often through creative problem-solving and collaboration across various functions throughout Client.

Responsibilities:

• Manage incoming Salesforce mailboxes/queues and provide timely, professional responses.
• Execute SAP daily transactions which include orders entry, status, returns, credits, debits, and quotes.
• Provide user support on Client online catalog and ordering platform.
• Research issues and questions using available information and resources.
• Identify, redirect and/or escalate problems to appropriate resources per customer support procedures.
• Fully utilize CRM, logging all customer contacts with thorough details.
• Work with 3rd party suppliers on order execution, returns, customer inquiries, product selection and timely order status resolution.
• Monitor and support on-line real time chat requests.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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