Customer Service Representative
Burkett Restaurant Equipment
- Perrysburg, OH
- $35,360-37,440 per year
- Permanent
- Full-time
- Manage support cases, warranty claims and customer returns to ensure customer resolution and company cost recovery
- Ensures customer satisfaction by remaining focused on diagnosing and resolving the customer issue according to operational service levels.
- Demonstrates dedication to meeting the expectations and requirements of internal and external customers
- Displays enthusiasm, sincerity and professionalism when responding to the customer’s requests and questions.
- Interacts with clear, professional written and verbal communications with clients of various levels of Management, and other departments within the organization
- Processes Service tickets, Return Merchandise Authorizations and support cases to ensure proper documentation of issues, status notes, diagnosis, resolution and costs as required by production or distributor.
- Determines the appropriate solution, educates the customer on options for resolution according to needs of customer and company policies.
- Responsible for reporting and measuring client-specific service levels and other client metrics.
- Participate in Reliability meetings as required for supplier or customer updates
- Manage freight and parcel claims with customers, vendors and freight companies to gather information and notification.
- Provides customer with product/service information such as manufacturer warranty policies and product manuals as needed
- Other assigned duties related to continuous improvement of team performance, processes and client satisfaction.
- The areas of responsibility will be across multi-channel sales.
- Provide back-up support for other Customer Service functions.
- Ability to communicate effectively and professionally, strong verbal and written communication skills
- Ability to work with a high volume of calls and calmly solve problems for customers
- Ability to manage multiple priorities and demanding time frames
- Detail-oriented with strong organizational skills
- Exhibits confidence and contributes to team building through a positive attitude
- Maintains composure in high stress environments and situations
- Ability to adapt to change and remain flexible
- Demonstrates Courtesy, Respect, Integrity, Discipline, Responsibility, Accountability
- Excellent computer skills; proficient in Microsoft applications
- Associates degree preferred not required
- Minimum of 4 years of customer service experience
- Bilingual is a plus