Domestic Customer Support Lead
18 hours ago
South Hackensack
Job Description The Domestic Customer Support Team handles all aspects of supporting our customers across the US. Essential Duties and Responsibilities • Responsible for over 75 emails a day in conjunction with 15 to 30 calls., • Clients will be located throughout the world i.e. United States, Spain, Mexico, France, Norway, Japan, Netherlands just to name a few, • Responsible for extensive data entry and acknowledgment of customer orders., • Schedule tool delivery, review for accuracy, and file accordingly., • Handle Data Entry into Excel and SAP B1, • Strong follow up skills are required, • Expedite orders with purchasing to meet customer deadlines for items not in stock, • Customers are end users, distributors, independent and corporate-owned offices, and sales representatives. You will be their main point of contact for whatever they need, • Must have thick skin, and ability to work in a fast paced environment., • Must be flexible with scheduling if additional tasks arise that require overtime, etc., • Able to work alone as well as in a team environment, • Willingness to learn and be trained, • Primarily and office environment but some issues will need to be resolved in the warehouse, checking stock, etc., • Learn part numbers and descriptions is a must., • Suggest equipment and supplies to meet customer needs, • Willing and able to learn a highly technical product quickly, • Diligent/proactive. Must be self-sufficient and able to complete / schedule tasks with little supervision, • Experience with MS Excel and great Data Entry ability., • Bachelor’s Degree preferred, • Two years’ of prior experience in a Lead or Supervisor capacity, • Prior experience with Great Plains, SAP or the like., • Experience handling / supporting a team of Sales Representatives is a plus, • Experience handling customer service in an online chat environment is a plus, • Experience handling heavy volume of phone calls / emails is a plus, • Experience with letter of credit shipments, • Experience with hazardous material shipments (mostly lithium ion battery with and without equipment), • Experience coordinating shipments via ocean freight or with freight forwarders, • Experience preparing courier labels (FedEx, UPS, DHL, TNT), • Experience preparing shipping documentation, including commercial invoicing, packing list, SLI, COO, etc., • Experience sending documents out for chamber of commerce stamp depending on requests and/or country requirements, • Microsoft Office, SAP B1, Accellos, CRM, ERP