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in Allen, TX

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Hours Full-time, Part-time
Location Allen, Texas 75013
Allen, Texas

About this job

Summary: This position will work closely with the Customer Service Team Leads and with the Customer Service Director. The duties include interacting with customers to provide and process information in response to inquiries, heavy follow up on customer orders, addressing concerns and requests about products and services and data entry.


Major Responsibilities:
Contact Center
* Heavy follow up on customer orders
* Receive inbound calls from customers
* Deal directly with customers either by telephone or electronically
* Demonstrate ability to reply in calm manner when under pressure
* Main basic product knowledge to assist customers with specific questions
* Knowledge of customer service principles and practices
* Provide assistance in navigating the company websites, make product recommendations
* Quick response to customer emails

Data Entry
* Demonstrate ability to work with multiple computer application including MS Office
* Maintain productivity and quality standards for data entry
* Accurately process customer orders
* Type at least 35 wpm
* Keystroke Minimum 5500 kph.

Account Management
* Process email and faxed orders
* Provide pricing and product availability information
* Handle sourcing of customer orders
* Process small informal quotes
* Respond promptly to customer inquiries
* Insure that customer account information is updated and accurate.
* Prepare customer product and/or service reports
* Communicate unexpected increases or decreases in demands to manufacturing

Problem Resolution
* Provide product support in customer troubleshooting
* Communicate and anticipate delays in order fulfillment
* Solve problems quickly using sound judgment
* Monitor delegated issues to ensure resolution in a timely fashion
* Handle and resolve customer complaints
* Direct unresolved issued to the designated source
* Record details of inquiries, comments and complaints

Service Recovery
* Respond to any customer issue on post order service requests
* Listen and ask probing questions to diagnose customer service issues
* Determine customer requirements and expectations in order to recommend specific products and solutions

Escalation
* Facilitate, when necessary hand-off escalation of issue resolution
* Keep management informed of all escalating issues

Knowledge and Skills:
* Demonstrated ability in customer service problem resolution and relationship building
* Good writing and telephonic skills
* Ability to multi-task servicing multiple product lines and multiple order fulfillment channels
* Ability to complete assigned tasks under supervision/direction of management
* Able to effectively balance multiple priorities
* Reliable attendance record.
* Stress tolerant

Educational Requirements/Experience:
* 5+ years of experience in a customer service/contact center environment

Test the Job Description:
* Open to someone that meets client requirement but only has 2 years experience.

Best vs Average:
* Quick learner (on their own after a couple weeks)
* Eager to learn
* Great attendance
* Very organized and ability to follow up / follow through on tasks
* Understanding of Manufacturing / Distribution processes
* Strong customer service

Hours: Monday through Friday 8:00 AM - 5:00 PM
Seldom will work OT (available during busy season). Small office environment and close knit group. The department stays very busy. Each person will have their individual work space.

Dress code: business casual/denim Friday's




About Aerotek:

Our people are everything. As a Best of Staffing® Client and Talent leader, Aerotek® Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.