客户服务代表 - 远程
Customer Service Representative - REMOTE
关于公司
Nazdar 自成立以来已有超过 100 年的历史，是屏幕印刷和宽幅喷墨印刷领域领先的油墨制造商之一。Nazdar 提供最全面的 UV、水基和溶剂基屏幕印刷油墨、柔版印刷油墨以及宽幅数字油墨，所有产品均可从单一供应商处获得。Nazdar 的油墨主要被用于点购（POP）、横幅、容器、工业、金属、标牌-膜片开关、卷筒标签、标识和纺织品装饰等市场的印刷商。
关于职位
Nazdar 正在积极寻找一名远程客户支持代表。我们的客户支持团队通过不断努力让客户感到满意并提供优质的体验，从而提供世界级的服务。作为客户支持代表，您将通过处理与价格、库存、产品推荐、订单处理和跟进以及北美地区印刷客户的现场技术支持相关的问题，为客户提供支持。该职位的成功者应热爱客户服务工作，具备良好的多任务处理能力和系统资源利用能力，并曾在呼叫中心环境中工作过。
职责：
- 接听来电并与客户进行交流，必要时提出澄清问题以充分了解客户需求。
- 作为客户和销售团队咨询的第一联系人。
- 在客户关系管理软件中访问客户账户信息，并进行必要的录入以解决问题、记录偏好和处理交易（订单、退货、信用等）。
- 处理通过电子邮件、传真、电话和电子商务收到的订单、价格报价、库存和其他产品和服务相关信息的客户请求。
- 通过交叉销售和升级销售机会，向客户提供新产品和服务的信息以提升客户体验。
- 通过电话解决基本的技术问题。
- 努力实现一次通话解决客户问题，并在需要时提供及时的后续跟进。
- 充分利用所有资源/工具和技术来识别、研究和解决客户问题。
- 参与持续培训并进行自我发展，以掌握产品、服务、技术和流程/政策的变化。
- 识别并通知主管客户趋势及客户问题。
查看英文原文
About The Company
Nazdar has been in business for over 100 years and is one of the leading ink manufacturers for screen and wide-format inkjet printing. Nazdar manufactures the most comprehensive selection of UV, water-based, and solvent-based screen printing inks, flexographic inks, and wide-format digital inks obtainable from a single source. Nazdar inks are primarily used by printers in the Point of Purchase (POP), Banner, Container, Industrial, Metal, Nameplate- Membrane Switch, Roll Label, Sign, and Textile decorating markets.
About The Job
Nazdar is actively seeking to fill an open position for a remote Customer Service Representative. Our Customer Service team provides world-class service by striving to consistently delight our customers and provide them with quality experiences. As a CSR, you will provide customer support by handling inquiries as they relate to pricing, availability, product recommendations, order processing and follow-up, and technical assistance for our printing customers across North America. Successful individuals in this role will have a passion for customer service, possess strong capabilities in multi-tasking and utilization of system resources and have worked in an inbound call center environment.
Responsibilities:
- Answering inbound telephone calls and engaging in dialogue with customers, asking clarifying questions as necessary to fully understand requirements.
- Acting as the first point of contact for customer and sales team inquiries.
- Accessing customer account information in Customer Relationship Management software and making necessary entries to resolve problems, record preferences and process transactions (orders, returns, credits, etc.).
- Processing customer requests for orders, pricing quotes, availability and other information received via email, fax, phone and ecommerce for products and services.
- Increasing the customer experience by providing information on new products and services through up selling and cross-selling opportunities.
- Troubleshooting basic technical problems by phone.
- Striving for one-call resolution of customer issues and providing prompt follow-up when required.
- Making best use of all resources/tools and technology to identify, research and resolve customer issues.
- Participating in ongoing training and engaging in self-development to stay abreast of product, service, technology and process/policy changes.
- Recognizing and alerting supervisor of trends in customers’ calls.
- Recommending process improvements to improve service, efficiency and accuracy.
- Building positive and cooperative relationships with customers and coworkers.
- Meeting or exceeding required attendance, schedule adherence, quality and other productivity related goals.
- Assisting with other duties as directed by supervisor.
- Performs job according to pre-established safety, quality, and efficiency standard operating procedures.
Qualifications:
· Minimum High School Education or equivalent (GED) required.
- Strong proficiency in Microsoft Excel, Word, and Outlook
- Previous experience working with an ERP or CRM and the ability to learn new systems.
- Minimum of three to five years of superior customer service experience in an inbound call center environment
- Ability to learn new technology and tasks quickly
- Bilingual in English and Spanish is a plus.
- One to three years direct experience in a printing environment is a plus.
- Solid understanding of varying types of printing products to be able to offer equivalent/alternative products when necessary is a plus.
Here’s What’s In It For You
We are an Equal Opportunity Employer that values our employees and offers a competitive pay and benefits package, an encouraging, supportive environment with training, professional development, recognition programs, and career growth opportunities. Our benefits include medical, dental, vision, 401(k), life insurance, flexible spending account options, paid short-term and long-term disability, paid time off, and paid Company holidays.
We believe that people will always be the heart of our success. That is why we truly value our employees and work to inspire them. When these two powerful elements intersect in a workplace people do extraordinary things.
We are committed to delivering a work experience that is rewarding and fun, and are proud to have one of the longest-tenured staff in the industry. We invite you to bring your skills and expertise to our team and supply the fuel for growth.
If this sounds like you, let us know. We cannot wait to meet you!
Originally posted on Himalayas