Call Center Customer Service Specialist

Department: Sales
Reports To: Call Center Supervisor - AL / Director of Sales Operations
Location: Theodore, AL

BendPak is looking for talented and energetic individuals interested in joining our dynamic and very rewarding organization. Detail-oriented individuals who have a positive attitude and have some sales experience are welcome - good phone skills, a must. Earn serious money selling globally recognized brands and products specifically tailored to auto repair and DIY markets. We will train the right person to help us meet our goals and help them meet their earning potential.

INTRODUCTION & POSITION OVERVIEW

The BendPak Sales team requires an enthusiastic and attentive representative with a talent for generating the excitement of BendPak and Ranger’s extensive line of Automotive Service Equipment. The successful candidate will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. You must be comfortable with making dozens of calls per day, qualifying prospects, maintaining relationships and processing orders. The Representative will assist the Customer Service department through the use of FreshDesk Ticketing software. The Representative will also communicate with end-users and Service Centers via email and phones to obtain updates and status of repairs done to the product. Offers other miscellaneous assistance to the Customer Service team on emails and inquires if needed.

KEY RESPONSIBILITIES:

Understand customer needs and requirements
Route qualified opportunities to the appropriate sales team member(s) for further development and closure
Maintain and expand your database of prospects to follow up and maintain an ongoing relationship with
Deal directly with domestic customers either by telephone or electronically.
Respond promptly to domestic customer inquiries
Handle and resolve customer issues
Obtain and evaluate all relevant information to handle inquiries and complaints
Process orders, forms, applications, and requests
Direct requests and unresolved issues to the designated department or manager
Keep records of customer interactions and transactions
Record details of inquiries, comments, and complaints
Keep up to date with product and service changes as they occur
Communicate and coordinate with internal departments
Follow up on domestic customer interactions
Intake tech support queue calls
Create and assign new tickets using Freshdesk to agents in Customer Service
Follow up emails and calls to all end-users and service centers
Process website inquiries via email when needed
Assist Customer Service with miscellaneous emails and inquires
Input parts orders into SX.e
Enter all warranty registrations into SX.e
Familiar with Freight Carriers and Shipping Processes
Ability to maintain organized work station and process with excellent follow up

REQUIREMENTS AND TECHNICAL COMPETENCIES

Some college preferred. High school diploma, general education degree or equivalent is required
2+ years’ experience in Customer Service, Order Processing or related field
Excellent knowledge of MS Office, including Outlook, MS Word and MS Excel
Working experience of relevant computer applications and General Internet use
Must be proficient in English written and communication skills
Working knowledge of ERP
Working Knowledge of customer service ticketing systems
Strong data entry skills
Strong written and oral communication skills
Professional demeanor
Comfortable performing repetitive tasks
Highly motivated and target-driven
Prioritizing, time management and organizational skills
Knowledge of customer service principles and practices
Knowledge of administrative procedures
Ability to type (45-60 WPM)
Minimal initial mechanical or automotive experience a plus
Call center experience helpful but not required
Interpersonal skills
Listening skills
Problem analysis and problem-solving
Attention to detail and accuracy
Data collection and order entry skills
Customer service orientation
Adaptability
Initiative

WORK ENVIRONMENT and PHYSICAL DEMANDS

This job operates in a professional office environment and typical of a call center operation.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and various computer programs.
The Client Relations Representative is routinely required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery and occasionally lift up to 45 pounds.

BendPak Inc. is an equal opportunity employer. Applicants are considered for employment without regard to race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.

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