Customer Service Representative II - Kaercher : Job Details

* Must demonstrate proficiency in all Customer Service I job requirements

* Answer incoming customer calls and emails regarding placing orders, order status, pricing information, tracking information, order change notifications, order cancellations and/or returns, order problems, questions and general customer concerns

* Follow defined parameters to resolve customer issues as effectively and efficiently as possible

* Perform order management functions within company ERP System (SAP)

* Maintain a high level of professionalism and work to establish a positive rapport with every caller

* Assist distribution partners with use of eCommerce and portal functions

* Track sales orders through shipping and invoicing to ensure on time delivery where possible

* Update customer information in OneView, the companys Customer Relationship Management system, during and after each call as required per procedure

* Work collaboratively with other Customer Service Team Members to maintain phone coverage and support as necessary for a high-performing customer service team

* Impact the companys bottom line by problem solving and turning frustrated customers into repeat customers

* Stay up to date on company product and policy information as required

* Ability to remain professional and courteous with customers at all times

* Ability to anticipate customer needs based on initial inquiries and/or limited information

* Some verbal and written communication skills

* Ability to work with other team members to resolve issues

* Proficient in MS Office, including Word, Excel and Outlook as well as the internet and other computer programs

* SAP experience preferred

***This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. These may be added, removed, changed or reassigned as needed to accommodate business requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.***