Customer Support Representative for American Nitrile

CABVI is seeking a Customer Support Representative for American Nitrile to perform customer service and administrative support functions for customers, as assigned.

RESPONSIBILITIES INCLUDE:

• Assist in managing the front office, greeting, and directing visitors and employees to the appropriate office and person, in a professional manner. Maintain office security by following safety procedures.
• Respond to costumer communication channels (Phone, email, voicemail, chat, etc.) to provide support and information based upon their inquired and/or complaints in a professional and timely fashion.
• Facilitate business development and client referral goals by actively cross-selling, assisting sales with outbound calls, email requests and fulfilling sample requests.
• Maintain customer database, ensure complete and accurate notations of customer interactions, account changes, sales, etc.
• Communicate any trending issues or problems to appropriate team members
• Work with Sales Department and related team members to stay updated on product knowledge needed for accurate assistance to costumers.
• Document order fulfillment KPI’s
• Troubleshoot problems with shipments, products and ordering. Monitor order and return flow. Follow communication procedures, guidelines and policies.
• Advise costumers on return process and assist with processing eligible replacements.
• Provide feedback to upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward.

REQUIREMENTS INCLUDE:

• A High School Diploma or GED. Minimum of 1-2 years of costumer service experience using phone, email and chat required.
• Ability to read, write and speak English proficiently. Must be able to work well with others. Ability to manage challenging customer interactions via chat or email. Supportive, positive attitude with a possessional demeanor applied to all tasks.
• Strong customer service and office administrative skills required. Must be proficient in Microsoft Office applications. Familiarity with Dynamics 365 is highly desired. Must have excellent telephone, typing and data entry skills. Must be willing to adjust to changing technology.
• Experience performing extensive research to resolve complex costumer inquires. Ability to define problems, collect data, establish facts, and draw valid conclusions. Must maintain a strict adherence to CABVI’s mission statement and core values.
• Job will be performed at an office enclave work location. Noise level is moderate to high.

Reasonable accommodations may be made to enable individuals with disabilities to perform the key job elements.

BENEFITS:

CABVI offers a generous benefit package along with a family friendly work environment. We offer three health insurance plans to choose from along with dental and vision insurance. A retirement benefit through a 403(b) is offered to include employee and employer contributions. We also have paid time off, paid holidays, mileage reimbursement, employer sponsored life insurance along with many other employee sponsored benefits. Visit us at www.cabvi.org!

... is an Equal Employment Opportunity employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data or any other legally protected status.