Arrowhead Engineered Products
  • Sharonville, OH, USA
  • Full Time

Under the direction and supervision of the Customer Service Supervisor, this position performs a variety of Customer Service-related functions for all Arrowhead companies.  The Customer Service Specialist will be responsible for managing large amounts of emails and inbound calls in a timely manner. They will identify customer's needs, clarify information, research issues, and provide solutions. We are looking for motivated professionals with a strong call center background and the ability to work in a fast-paced environment handling up to 80 calls and/or emails a day.

Key Areas of Responsibility:

  • Deals directly with customers via email and telephone (as necessary) to provide sales and technical support.
  • Provides shipping details, order status, billing inquiries, and International Customer service support.
  • Provide first contact resolution, respond to emails, build rapport with customers, process requests, respond to inquiries and resolve issues with accuracy.
  • Accept ownership for effectively solving customer issues, complaints and inquires.
  • Assess situations, apply sound judgement, and use troubleshooting skills to answer customers inquiries by clarifying desired information, researching, locating, and providing information such as order status, tracking of deliveries, product information, etc.
  • Look for opportunities to introduce products and services to customers.
  • Respond to problems and concerns in a timely, precise, and professional manner to maintain and strengthen the relationship between the customer and all Arrowhead companies.
  • Develop and retain a broad range of knowledge of all products and services, from both a technical and information standpoint.
  • Manage and utilize time efficiently to ensure service quality, customer satisfaction and the achievement of key performance indicator goals of the Contact Center.
  • Actively support Arrowhead Engineered Products core values, guiding principles, purpose, and vision statements, and demonstrate commitment to customer service and Arrowhead Engineered Products organizational values.
  • Perform quality audits.
  • Perform other related duties as assigned.

 

Education and Success Qualifications:

  • High School Diploma or GED, some college preferred
  • Ability to meet all performance metrics and attendance expectations
  • 1+ years of B2B Sales, Inside Sales, or Customer Service experience required, Call center experience highly preferred!
  • Professional writing skills are a MUST: e-mail communication is a key component to this position
  • Strong people skills ' you are friendly, empathetic, a good listener, and you are invigorated by constant personal interaction
  • Sharp, professional demeanor; ambition, and a strong work ethic
  • Ability to think on your feet and learn quickly
  • Excellent communication and follow-through, both verbally and written
  • The desire to embrace new challenges and work in a high-energy, fast-paced, and ever-changing environment.
  • A "no task is too small" attitude and the endurance to consistently deliver amazing customer experiences without exception.
  • The ability to be a team player who works well with a wide range of personalities and wants to contribute to an awesome team environment.
  • Intermediate to advanced computer skills including working internet knowledge, typing, and navigation of CRM programs. You will be helping our customers on your computer while on the phone so you should be pretty good at multitasking.

 

Other Skills/Abilities/Qualifications

Knowledge of component part application to motor sports, rotating electrical, outdoor power & clutch equipment industry is a plus!

Excellent time management skills

Strong customer relations skills.

Strong problem-solving skills.

Ability to incorporate telephone and email etiquette to ensure customer satisfaction.

 

 

Technological Abilities:

Microsoft Excel

Microsoft Word

Microsoft Outlook

Excellent Computer Skills

Arrowhead Engineered Products
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