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Customer Support Representative-Wheeling, IL

Post Date: 07/02/2019

Req. Number: 72124

City: Wheeling

State: Illinois

Post Date:
Req Date: 72124
City: Wheeling
State: Illinois
Zip Code:

Description:

Goodwill TalentBridge, a full service staffing and recruitment firm, is part of Goodwill Industries of Southeastern Wisconsin and Metropolitan Chicago, the largest of the 165 Goodwill territories in North America. With more than 90 years of experience in Workforce Development and job training, Goodwill is helping thousands of people find work in the communities we serve, including 13 counties in Wisconsin and 10 counties in Illinois.

Goodwill TalentBridge, along with our client, is currently recruiting for a Customer Support Representative to work in the Wheeling area.

Summary Of Primary Function:

The Customer Support Representative will be the primary contact for customers in regard to technician dispatching, parts ordering, and service needs. The main goal of this position is to provide an outstanding customer experience with each interaction by processing service events, orders, returns, and additional responsibilities as necessary.

Specific Responsibilities:

  • Timely entry of part orders, with a goal of all orders entered by end of day
  • Consistently review inventory for availability, administer order changes as needed
  • Perform dispatching technicians to company assigned work orders
  • Coordinating pre-work and installations of new products to customers
  • Appropriately answer and distribute calls from customers
  • Operate with the constraints of shipment cutoff time and establish lead times
  • Resolve all Customer Master additions, changes, or activation's and impacted orders
  • Coordinate shipments with parts department, communicate escalation requests
  • Authorize/administer the return of materials for credit or replacement (including semiannual returns)
  • Provide replacement part information (identification and availability),and crossovers from old to new part numbers
  • Notify customers when requested product lead-time is not met

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical requirements:

  • Primarily office-based position
  • Ability to sit for extended periods of time

Experience & Education level:

  • Strong knowledge of Microsoft Word, Excel, and Access software
  • Experience in a high call volume position- high call inbound and outbound activity ( 40 + calls expected per day)
  • Associates Degree required; bachelor’s degree preferred
  • Self-starter, maintains a high ethical standard in customer satisfaction
  • Passion to satisfy customer and positive “can do “ attitude
  • Must have solid time management and exemplary organizational skills
  • Display outstanding self-initiative requiring minimal supervision
  • Good Written, verbal, and interpersonal skills

Desired Qualifications & Skills:

  • Knowledge of Oracle/ JD Edwards or comparable ERP/ Order Entry System
  • Interdepartmental experience working and communicating with departments such as Sales, Credit, Planning and Operations

Please send resume to:  lindsey.neitzel@goodwillsew.com

Equal Opportunity Employer

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