Customer Service Specialist - 22213

Customer Service Specialist – TalentZok 

OVERVIEW 

Are you looking for a new career opportunity with an exciting company?! Then we've got the right team for you! In this role, you're responsible for the duties listed below.  

Immediate opening for a Customer Service Specialist in Santa Ana, CA who possesses:  

•  2+ years of customer service experience
• Strong phone and computer skills
• Good attitude and willingness to learn 

FULL DESCRIPTION: We are seeking a top-notch Customer Service Specialist to join our team. This in-person role works closely with our valued customers, via phone and email, at our Santa Ana, CA location. The successful candidate for this role will have a positive, 'can-do' attitude, excellent interpersonal skills, and a warm, engaging presence on the phone and in person.

The selected candidate will be responsible for: 

In the first 30 days and ongoing:

• Meets and develops rapport with Customer Service Team, Shipping Team, President, Sales/Marketing and Accounting departments.
• In the first 2 weeks, demonstrates understanding of companies product lines, and their respective lead times for production and shipping.
• Shadows other team members to learn how to process orders, view past shipments, obtain a freight quote, and various other critical functions.
• Learns customer nuances, typical problems to avoid and common fixes.
• Develops a general understanding of system flow, from order entry to invoicing.
• Competently answers incoming customer calls and emails, answering customer questions and assisting customers with orders, shipping and product inquiries.
• Successfully enters a minimum of 10-20 customer PO’s per day with the assistance of another
• CS team member.

By the 3rd month mark and ongoing:

• Builds on product knowledge base of the evolving products that the company manufactures.
• Adeptly completes order volume assigned and independently processes and manages ~ 30-35% of client/customer communications coming in each day.
• Regularly and competently documents and updates customer records in the company’s ERP system.
• Able to successfully enter 20-30 customer PO’s per day, with a 95% success rate.

By the 6th month mark and ongoing:

• Independently and efficiently performs all role responsibilities while showing an eagerness to learn more.
• Demonstrates the ability to single-handedly manage the successful resolution of various customer inquiries without the need of another team member - but knows to ask questions in never-before-seen situations.
• Contributes new ideas that can further improve the Customer Service processes and presents them to the company’s leadership for approval.
• Able to successfully enter 25-35 customer PO’s per day, with a 98% success rate.

By the 12th month mark and ongoing:

• Is an integrated and valuable member of the company’s Customer Service team. Shows continual commitment to provide dependable, reliable, and efficient service to customers and internal Customer Service team.
• Identifies areas of growth and communicates those with management.
• Conducts the training, development, and onboarding of new department hires.
• As a direct result of improving the company’s Customer Service processes, performance metrics have improved since hire date. 

The selected candidate will also possess: 

•  High school diploma or GED equivalent, required.
• 2+ years of Customer Service experience, required.
• B2B experience, required.
• Familiarity with customer service in shipping and logistics, required.
• Proficient in commonly used software/programs, e.g., Microsoft Office’s suite of programs, required.
• Experience with ERP systems, shipping/logistics software, required.
• Experience in Business Administration processes and professional communication/grammar, required.

Salary Range: $23-25/hour

More information can be found at www.talentzok.com.