Customer Service - Order Desk (3058), Kirkland

divh2Customer Service - Order Desk/h2pSalary Range $***** - $***** Hourly/ph3Overview/h3pThe ideal candidate will work with staff from all departments to ensure that the best practices are followed and customers are supported efficiently.
The Customer Service Department Representative will support ICOM product sales by receiving and processing order requests while demonstrating exceptional customer service.
The Customer Service Department Representative will regularly interact with customers to ensure a positive experience.
This position requires a reliable, organized, team-oriented person with a can-do attitude.
/ph3Expectations/h3pThe Customer Service Representative (Export) is expected to demonstrate proficiency, if not expertise and understanding, in the following areas:/pulliConference Platforms: Vonage, TEAMS, WEBEX, or other conference platforms/liliIcom Operations and Procedures handbook (including all desk procedures)/liliJD Edwards E1 software, B2B Website, Microsoft Outlook tools/liliGrow in their understanding of the companys products and foster a good working relationship between Icom America staff, customers, and partners.
/liliInterface and communicate with other departments and individuals on a frequent basis to ensure a smooth order flow as well as timely and complete solutions to customer service requests.
/liliTime management and punctuality in attendance.
/liliAbility to work with minimal supervision after initial training has been completed.
/liliAbility to make suggestions, which result in improved order completeness and customer satisfaction.
/li/ulh3Duties and Responsibilities/h3ulliReceive and process customer quotes and purchase order requests via phone, fax, or e-mail/liliProcessing of pro-forma invoices (international orders), backorder releases, and blanket orders/liliUnderstand the steps to creating required customs documentation/liliUnderstand SLI and SED shipping documents/liliPossess the ability to communicate with various freight forwarders/liliProvide customers with product information, availability, and pricing/liliInbound and outbound calling via the Vonage phone system/liliComplete related paperwork and follow up as needed to ensure a smooth delivery of products/liliProcess credit invoices (i.e., rebills, billing errors, freight reimbursements, rebates, and coupons)/liliProcessing of credit card payments/liliWork closely with the inter-office admin for domestic customers/liliCreate training videos to be accessed and viewed by other department members/liliOther tasks include: answering incoming calls, sorting and distributing mail, filing as required, and duties as assigned/li/ulpOpportunities are available to cross-train within the Customer Service Department to achieve higher levels of expertise and experience.
/ph3Qualifications/h3pRequirements:/pulliMust be able to work independently with minimal supervision and demonstrate good decision-making and sound judgment.
/liliAbility to prioritize fluctuating workload, execute tasks through completion, and adapt to changing priorities.
/liliExcellent interpersonal, oral, and written communication skills.
Receive and diffuse customer issues while maintaining a positive attitude.
/liliSuperior organizational skills; demonstrate attention to detail, initiative, and follow-through are required.
/liliComputer skills - knowledge of MS Word, Excel, Access, and Outlook.
/liliThis is a bilingual role (Spanish speaking preferred).
/li/ulh3Benefits/h3ulli401(k) 401(k) matching/liliFlexible spending account/liliHealth insurance (Medical, Dental, Vision, FSA)/liliLife insurance/liliPaid Holidays 11 (including 1 floating)/liliFlexible Days 3 days/calendar year/liliVacation 12 annually/liliQuarterly Productivity and Profit-Sharing Bonuses/li/ul/div