Category: Call Centre & Customer Service

Employment Type: Contract

Reference: BH-381073

CONTRACT POSITION - W2
ON-SITE POSITION IN SAN DIEGO, CA 92122
HYBRID WORK SCHEDULE
PAY RANGE UP TO $33.75 PER HOUR (DEPENDING ON EXPERIENCE LEVEL)


Customer Service Representative (Call Center) needed in San Diego, California 92122 for a short-term contract opportunity with Yoh's client.

The Big Picture - Top Skills You Should Possess:

• Customer service
• Call center
• Order processing
• Problem resolution
• Data entry
• Excellent communication skills

• Provides phone and email support to internal and external customers ensuring their requests are captured and resolved promptly.
• Validates all aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping to meet customer requirements and revenue recognition.
• Ensures communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability and pricing.
• Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
• Provides continuous personalized support by troubleshooting issues and/or providing guidance for utilizing the eCommerce/B2B platform.
• Uses judgement and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.
• Seeks to understand customer needs and is able to think big picture before offering solutions.
• Drives cross functional efforts to remove roadblocks or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.
• Collaborates with internal teams, including Technical Support, Sales, Finance, Digital, Supply Chain and Commercial Operations, to ensure seamless customer experiences.
• Works closely with the Regional Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate.
• Compiles data and prepares reports for ad-hoc transactional use and analyzes data to drive decision making.
• Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
• Develops understanding of account management requirements and identify opportunities to improve the customer experience.
• Supports short and/or long-term projects as a volunteer or per assignment.
• Supports key accounts and/or specific business areas as assigned.
• May attend customer visits to identify areas of improvements on order-to-delivery process and propose solutions to close process gaps
• Ability to understand policies, practices and procedures in order to exercise good judgement and determine appropriate action.
• Works on problems of moderate scope where analysis of situations and/or data requires a review of multiple factors.

• Bachelor's degree preferred. Equivalent years of experience considered.
• 2+ years in a customer support role
• Excellent communication skills
• Ability to provide quick resolution for both internal and external customers.
• Ability to build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company.
• Experience managing order entry/fulfillment, inquiry and case management utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty.
• Able to problem solve, independently leveraging resources if needed
• Attention to detail
• Maintains a positive "can do" attitude
• Poised and approachable
• Empathetic
• Adaptable