Customer Support Supervisor managing a team to ensure high - quality service at PayJoy. Overseeing operations in customer support via voice and chat while analyzing performance metrics.
About the role
- Customer Service Representative providing order entry and billing support for Kennametal’s customers. Handling inquiries and coordinating services to ensure effective resolutions.
Responsibilities
- Provide front line support for customer order entry, order expedites, quoting, returns, price/availability, manage special promotions, billing inquiries/issues, service requests, suggestions & complaints.
- Provide new and existing customers with the best possible service in relation to billing inquiries, service requests, and directs customer to resolution of issue.
- Resolves customer inquiries and complaints fairly & effectively & provides timely responses to customer inquiries via fax, phone, email, etc. and maintaining metrics goals.
- Resolves more complex complaints escalated by customer/sales force.
- Setup Customer Accounts (CRM and SAP), this includes working with other segments to make sure we are setup for reporting and function related to customer needs.
- Examine documents (PO, drawings, specifications, etc.) working closely various departs to enter material is flowing through processes.
- Enter orders in SAP, attached documents and send acknowledgments
- Respond to customer requests via phone or email
- Maintain customer web-based interfaces i.e., portals (order retrieval, acknowledgments, uploading invoices, create ASNs and labels)
- Maintain scheduling agreements &/or Qty contracts
- Work with accounting to resolve receivable issues
- Entry and track of customer complaints
- Overall Support for Sales &/or Plant Stocking Agreements, subject to certain facilities
- Consignment Agreements, subject to certain facilities
- KANBAN
Requirements
- HS Diploma required and 4 yr secondary degree preferred
- 1-3 years of relevant work experience required
- Excellent Customer Service focus and ability to remain productive under pressure.
- Strong computer skills; Microsoft Suite of products.
- Strong written and oral communication skills.
- SAP experience preferred.
- Driver’s License necessary due to potential travel to customer site.
- Legal authorization to work in the US
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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