Customer Service Specialist II

The Customer Service Representative II is responsible for ensuring the accurate and timely execution of order processing, including validation of products requested, managing back orders, customer adjustments, and customer service issues. This position maintains accurate tickler file and coordinates timely confirmation of orders in sales processing system. Additionally, this position ensures that all deadlines are met to deliver expected results and generate profitable revenue, and executes current and future processes as defined by the business.
Responsible for order processing, order management, and maintaining customer relationships for specified customers of the Sears Commercial business.

JOB DUTIES/RESPONSIBILITIES:

• Delivers superior customer service and drives revenue growth by using good techniques of selling and service for specific customers as identified by the business to process telephone, fax, and mail orders via Order Management system in order to meet
• the customer's delivery expectations
• Enters and manages orders accurately and timely utilizing various order management systems; Requests customer adjustments and check requests where applicable
• Ensures that deliveries are completed based upon customer's request; resolves customer issues, and responds to inquiries from customers; handles and provides appropriate follow up on customer issues (i.e., delivery, installation)
• Researches billing issues, and submits necessary adjustments, refunds, or corrections as it pertains to returns and exchanges;
• Follows up with Credit to expedite Credit Holds
• Confirms sales order information to customers as outlined in the process steps; Advices customers and Account Managers of backorders, and helps to make another selection
• Creates Work Orders for product installation to meet customer delivery requirements, which includes working with the Delivery team

JOB REQUIREMENTS:

• High school diploma or equivalent
• 1-2 years of related experience
• 18 years of age or older

REQUIRED SKILLS:

• Prior experience in a call center or customer service industry
• Customer service skills, organizational skills, teamwork skills, relationship building skills
• Ability to use standard office equipment, including telephone system, fax machines, and photocopying equipment
• Knowledge of standard computer software systems and Microsoft applications
• Ability to use order processing systems and grasp policies and procedures
• Ability to have and proactive integrity

EOE MINORITIES / FEMALES / PROTECTED VETERANS / DISABLED