Customer Service Representative - Full-time / Part-time

* Provide Technical support on product issues
* Handles approximately 75 - 100 calls a day from Commercial (Grainger, Fastenal, etc.), Retail (Home Depot, Lowes, etc.) and Consumer customers.
* Calls can range from order entry, order status, providing quotes and pricing, resolving defective product issues, handling return requests.
* Manages multiple email inboxes and communicates to customers regularly via email. Handles approximately 10 - 15 customer emails daily.
* Makes approximately 5 - 7 outbound calls a day to customers to confirm information on a recently placed order so that the order can be processed correctly.

*Develop and maintain knowledge of products, policies and procedures to accurately provide assistance to both internal and external customers in a timely manner.
*Understand and maintain knowledge of all technical systems and tools required to input and retrieve information; includes computer hardware and software, telephone systems, and e-business tools/technology.
*Manage issues/requests received through ACD telephone line, email, fax and web to resolution.
These can range from general product inquiries, order entry, order status, providing quotes and pricing, resolving defective product issues and handling return requests.
*Daily workload expectations include handling inbound phone calls from Commercial, Retail and Consumer customers; outbound calls and inbound/outbound emails.
*Provide appropriate follow up to ensure correct order processing from point of entry to order shipment and delivery. Duties will include the handling of quotations, returns, ordering, order status inquiries, quality reporting and carrier claims.
*Interface with other departments to resolve customer issues. Must be capable of trouble shooting customer product issues and or provide technical support on electro-mechanical products as needed.
*Accountable for individual contributions to team success including reliable time and schedule adherence, achieving daily phone availability and meeting service level goals.
*Participate in projects and initiatives that support call center needs and goals as needed.
Must be able to work in and adapt to a dynamic, fast paced, multi-tasking, team- based environment.

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.