DESCRIPTION

We are looking for a talented Services Representative to join our team in Florence, KY .

In this role, you will make an impact in the following ways:

• Efficient Order Management : By handling the entire order life cycle, you'll ensure smooth and accurate processing, from entry to invoicing, enhancing customer satisfaction.
• Consultative Support : Providing valuable information and recommendations on lead times, availability, and policies will help customers make informed decisions, strengthening their trust in your service.
• Single Point of Contact : Acting as the main contact for order inquiries and escalations, you'll streamline communication and resolve issues promptly, improving the overall customer experience.
• Customer Support Excellence : Demonstrating compassion, empathy, and support in all interactions will build strong, positive relationships with customers.
• Internal Collaboration : Liaising with production, planning, and materials teams will ensure timely and accurate order processing, contributing to the achievement of financial targets.
• Cross-Functional Communication : Coordinating with sales, warehouse, and logistics staff will help confirm order statuses and resolve queries efficiently, maintaining a seamless workflow.
• Proactive Process Improvement : Developing and enhancing standard practices for customer communication and order processes will support departmental goals and foster a customer-centric approach.
• Continuous Improvement : Participating in improvement projects and identifying proactive communication strategies will drive innovation and enhance service quality for your customer base.

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives results - Consistently achieving results, even under tough circumstances.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
• Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience
• Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.
• Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

• College, university, or equivalent degree required.
• This position may require licensing for compliance with export controls or sanctions regulations.

• 0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred

• Effective written and oral communication skills are a must.
• Proficient with Microsoft Office, including Excel and Access.
• Salesforce Service Cloud experience is highly preferred.
• Problem resolution with the ability to handle multiple tasks simultaneously in a fast-paced call center environment.
• Ability to think quickly, solve problems, make decisions, collaborate, and work with a team.
• Perform regular reviews of all Customer experience processes, documentation, and knowledge content, and create and implement improvements.
• Provide back-up support of other Uptime Services Representatives.
• The organization has the right to deem a person qualified for a position if that person has had one or more years of experience in the position or a similar position.
• A hybrid schedule option is available after the initial 120 days in the office is complete.