Customer Service Rep III

Description

Purpose:

Direct all customer contact functions, including but not limited to: order processing, custom products, KML, The Home Depot, EMCO, multiple off-site locations along with third party outsource vendors.



Primary Responsibilities

• Be the SME in their area : an support multiple process flows across more than one function (i.e.; retail, custom).
• Process transactions : Handles exceptions, weighs options and alternatives. Collaborates with others. Deals with lack of standards - non-standard customer resolutions.
• Resolve and respond to customer inquiries (i.e.; product, policies, pricing)
• Handles expectations that are unique to the situation and require one-time solutions.
• Proactively identify solutions/options that meet customer needs; on product, delivery and service. Be customer advocate. Make customers aware of things that benefit them. Heavy collaboration with other AW functions - own "C" accounts. Customer follow-up. Ability to effectively negotiate and influence sales at a transactional level.
• Drives continuous improvement opportunities
• Sees broader implications across multiple teams for continuous improvement opportunities.
• Supporting customer needs (quote through delivery)
• Unique "out of box" thinking. Resolves most quotes and deliveries.
• Represent "The Brand"
• Positive, professional empathetic, customer-focused, solution-oriented in their work. Results-oriented, proactive ownership of customer issues. Strong written and verbal skills. Understands who out customers are; both internal and external. Lead by example.
• Support team / develop team environment
• Applies Andersen Way A3 thinking. Supports teams, multiple "hats". Multiple areas, sees big picture of work. Self-directed. Knows and shares best practices.
• Direct all customer contact functions; including but not limited to: order processing, customer products, KML, The Home Depot, EMCO, multiple off-site locations along with third party outsource vendors.
• Advanced knowledge of technical and business tools.
• Strong troubleshooting skills.
• Advanced understanding of one or more areas of order fulfillment.
  
  

Qualifications

QUALIFICATIONS:

• High School diploma or equivalent plus 4 years work experience to include training and processing work.
• Evidence of continued education required; degree or certification preferred.
  
  

To apply please email your resume to