Job Details

The Customer Experience Representative provides high level, professional and effective customer service to support the activities of WALTER, to project a positive image of the company, its products and its services and to ensure the needs of our customers are met 100% of the time.

Join our small, supportive team where a positive and collaborative culture is at the heart of everything we do. This customer service role offers a mix of in-office and remote work, with one rotating remote day per week after training. If you're someone who enjoys helping others and working in a friendly, close-knit environment, we'd love to hear from you!

Responsibilities:

• Answer all calls quickly with a positive, professional and cheerful attitude in order to establish a favorable first impression each and every time.
• Accurately enter customer orders to achieve error free order entry thereby promoting a positive image of the company's reliability and capabilities.
• Develop knowledge and expertise of the customer service functions within the TECSYS system to ensure accurate input and output of information.
• Carefully review orders received by fax, email or EDI to ensure quantities, prices, shipping methods, shipping locations and special requirements are complete and accurate prior to order entry.
• Proactively contact the customer prior to order entry in the event any clarification is needed or there are irregularities in the quantities, prices, shipping methods, shipping locations, promotions or special requests. Document on the order with thorough notes any changes that are made by verbal agreement to the original order.
• Tactfully and professionally encourage increases to customer orders that will benefit the customer if they were to reach a higher discount level or promotion opportunity.
• Participate in marketing campaigns by promoting Walter product through proactive sales calls to distributors and communicating to sales team through Salesforce.com activity.
• Quickly and efficiently handle customer inquiries relating to orders placed, scheduled delivery, tracking, cancellations, additions, backorders, product availability, discrepancies, etc., with the goal of exceeding expectations.
• Understand and provide RGAs, order quotes, discrepancy corrections, conformation copies, shipping information, backorder status, discount policy information, stock availability, pricing, distributor location information, among others.
• Other duties as assigned.
• Regular and dependable attendance in line with company business hours and policy is an essential requirement of this position.

Knowledge, Skills and Abilities:

1. Must thrive on providing assistance and being able to solve problems and offer solutions.

2. Must have excellent interpersonal skills.

3. Must have excellent verbal and written communication skills.

4. Must be computer literate, including Microsoft Office. Knowledge of Salesforce.com and TECSYS operating systems a plus.

5. Must be detail oriented and have a high sense of urgency.

6. Excellent telephone voice and persona.

Experience & Education:

1. High school diploma or equivalent.

2. 3 – 5 years customer service experience.

Physical Activities and Demands:

1. This position is a sedentary position with the majority of time sitting. It requires the ability to move around the office and building to meet with employees, applicants, vendors, etc., and to access files.

2. This position requires the following abilities:

a. Finger Dexterity: Working primarily with the fingers to make small movements such as typing.

b. Talking: To convey detailed and/or important instructions or ideas accurately, loudly, or quickly.

c. Hearing: Able to hear average or normal conversations and receive detailed information.

d. Repetitive Motions: Movements frequently and regularly required using wrists, hands, and/or fingers.

3. This position requires close visual acuity to perform such tasks as: preparing and analyzing data and figures; transcribing information; viewing a computer terminal.

4. This position is office based and therefore there are no adverse environmental conditions present.