Job Details

Position Summary:

The Customer Service Representative provides transactional support and drives the .com Almo key account business forward. Working closely with the Inside and Outside Sales team, this position plays a key role in follow-through on post-purchase questions, changes and requests and provides exceptional customer service to Almos key .com customers.

There are two levels of Customer Service Representatives, including a Senior level, differentiated by: an incumbents years of experience, complexity of tasks performed, level of independent decision making and ability to train/mentor new hires and existing team members.

What you will do in this role:

• Resolve cases (status updates, cancellations, return authorizations, parts requests, replacements, delivery changes and issues, and approved warranty exchanges) via NetSuite.
• Process orders for shipment
• Support customers via email, phone, and website updates
• Support inside and outside sales team

In addition to the above responsibilities, a Senior Customer Service Representative will:

• Train and mentor new and existing hires
• Maintaining visibility of NetSuite dashboard and other metrics to ensure that the team is meeting all SLAs.
• Serve as department lead(s) in managers absence as assigned
• Provide backup to other team members as needed
• Handle escalated matters (calls and emails) as assigned. This will include taking ownership of the issue at hand and following it through to resolution
• Cross trained on all primary duties performed by the customer service team.

What we look for in a candidate:

• Associate's degree (A. A.) or equivalent from two-year college or technical school
• 5 years related experience
• Skilled in MS Office Suite
• Customer Service certification is a plus
• Salesforce experience is a plus

Additional skills, knowledge, and abilities:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.