B2B Customer Service Representative

Summary

The Customer Service Representative is part of the Customer Service Team and is the operational arm of the Customer Experience organization. The Customer Service Representative (CSR) is responsible for providing excellent customer service to all internal and external customers by communicating effectively with customers and all Murrelektronik team members. The Customer Service Representative (CSR) is responsible for answering incoming calls and emails from internal and external customers. They are also responsible for resolving cases and processing orders and quotes.

Essential Duties

· Manage and respond to inbound customer service-related inquiries via phone, cases, and email.

· Provide accurate and timely information related to various orders.

· Responsible for learning the order entry process and assist the Customer Service Team as needed.

· Ensure order entry accuracy and is completed in a timely manner.

· Accurately create and deliver pricing and availability quotes (P&A quotes).

· Ensure that customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency.

· Acquire fundamental product knowledge related to Murrelektronik products.

· Scale up to support the Customer Service Specialists as needed.

· Attend all assigned training sessions.

· Other duties as assigned.

Desired Knowledge, Skills, and Abilities

· Possess a minimum of 1-3 years of experience in B2B customer service experience.

· Demonstrate the ability, discipline, and willingness to work with SAP and or similar Customer Relations Management systems.

· Proficient in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, etc.

· Possess and demonstrates strong communication skills, both written and verbally

· Detail-oriented and ability to provide high-quality work.

· Ability to be open and adaptable to change.

· Strong customer focus, empathetic, friendly, good energy, and positive demeanor in the workplace.

· Excellent time management skills and ability to multi-task when under pressure.

· Strong interpersonal & communication skills and ability to work well in a peer driven-team environment.

· Ability to operate with a high degree of emotional intelligence in the workplace and while interacting with others.

· Embody Murrelektronik’s Core Values.

Education

· Bachelor’s degree in business or other degree related field.

Travel

· Occasional travel may be required for this position.

TYPICAL WORK ENVIRONMENT

Physical demands and work environment: The physical demands and work environment characteristics 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. Please note that this is an in-office position.

Physical demands: While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle, or feel tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.

Work Hours:

· Onsite (Suwanee, GA office)

· M-F 8am-5pm