Job Title: Call Center / Customer Service IV
Location: Nashville TN / Hybrid In-office on Tuesdays and Wednesdays (CST)
Schedule: Monday – Friday, 7:00 AM – 5:00 PM CST (overtime as needed)
Pay Rate: $25/hour
Position Summary:
The Call Center / Customer Service IV role serves as the single point of contact for assigned customer accounts, managing the entire order life cycle to ensure timely and accurate order processing. This includes customer set-up, order entry, pricing, logistics, backorders, reporting, shipping, RMAs, debits, and credits. Interactions may be inbound, outbound, or a combination of both.
Key Responsibilities:
Manage assigned customer accounts throughout the entire order life cycle, ensuring orders are shipped on schedule.
Serve as the primary contact for customers and cross-functional teams to process and fulfill orders.
Resolve complex inquiries through research and knowledge of systems, processes, and policies.
Escalate issues when necessary to higher levels of customer support.
Maintain accurate records of all internal and external interactions in relevant systems.
Prepare and distribute standard and customized reports for internal teams and customers.
Understand and adhere to Customer Order Management policies, procedures, and metrics.
Support departmental goals and initiatives to enhance proactive customer support.
Participate in or lead process improvement projects.
Promote value-added services and customer-facing tools, such as online portals.
Ensure the integrity of data in relevant systems.
Position Requirements:
High School Diploma required; college degree preferred.
Minimum of 2 years of customer service-related experience.
Experience in customer order management, account management, or supply chain preferred.
Strong written and verbal communication skills; ability to communicate clearly and professionally.
Ability to work independently, manage time effectively, and accurately document customer information.
Proficiency in Microsoft Office, with strong MS Excel skills required.
Ability to interact effectively across cultures and languages.
Willingness to learn new systems such as Order Management Systems (OMS) and Customer Relationship Management (CRM) software.
Must have a second monitor for work (provided at hire’s expense).
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