Customer Care Representative

at  Stryten Energy

Overview:
The customer service representative is a significant customer facing role within Stryten, with daily communication around orders and fulfillment directly with the customer as well as other departments within the organization.

Responsibilities:

• Develop and maintain accurate documentation of department processes.
• Research, reconcile and resolve customer issues in a timely manner.
• Act as “SME” Subject Matter Expert on various Systems including JDE, SFDC, inContact, CPQ.
• Process sales orders from customer purchase orders or through finalizing salesforces opportunities.
• Perform customer support function in at least one area of expertise.
• Ability to provide World Class Customer Engagements
• Comfortable interacting with Sr. Management, Branch Operations, Manufacturing and Accounting
• Ability to adapt and work well under pressure in a fast-paced environment
• Track orders to completion
• Provide consolidated billing and supporting documentation to customers
• Provide written correspondence to internal and external Customers in a professional manner
• Ability to quickly learn new & use software tools like Salesforce.com, ServiceMax, Google Suite JDE, MS Office
• Ability to work with Sales to engage with customers proactively
• Ability to be cross-trained back-up for teammates
• Run respective customer reports
• Coordinate import process for orders being shipped and invoiced out of Mexico, work together with Logistic partners and finance department for completion of import process and invoice to customers.
• Serve as a key point of contact and liaison for Stryten customers

Qualifications:

Education, Experience, Certifications:

• College/University graduate or equivalent education and progressive call center experience preferred
• Experience with import process
• Excellent computer navigation and skills including working knowledge of Microsoft Office Suite, Salesforce.com, ServiceMax, Google Suite and JD Edwards ERP system preferred
• Bilingual (Spanish/English)

Competencies, Skills, Knowledge:

• Ability to self -manage.
• Proficiency in all of the basic customer support skills.
• Excellent oral and written communication skills.
• Excellent Interpersonal skills to work well with co-workers and other departments.
• Ability to deal with difficult situations and maintain a positive attitude.
• Must be detail oriented.
• Excellent computer skills including working knowledge of MS Office, SFDC, inContact & JDE.
• Dependable, reliable, and punctual
• Ability to perform customer support functions

• Develop and maintain accurate documentation of department processes.
• Research, reconcile and resolve customer issues in a timely manner.
• Act as “SME” Subject Matter Expert on various Systems including JDE, SFDC, inContact, CPQ.
• Process sales orders from customer purchase orders or through finalizing salesforces opportunities.
• Perform customer support function in at least one area of expertise.
• Ability to provide World Class Customer Engagements
• Comfortable interacting with Sr. Management, Branch Operations, Manufacturing and Accounting
• Ability to adapt and work well under pressure in a fast-paced environment
• Track orders to completion
• Provide consolidated billing and supporting documentation to customers
• Provide written correspondence to internal and external Customers in a professional manner
• Ability to quickly learn new & use software tools like Salesforce.com, ServiceMax, Google Suite JDE, MS Office
• Ability to work with Sales to engage with customers proactively
• Ability to be cross-trained back-up for teammates
• Run respective customer reports
• Coordinate import process for orders being shipped and invoiced out of Mexico, work together with Logistic partners and finance department for completion of import process and invoice to customers.
• Serve as a key point of contact and liaison for Stryten customer