Job Description
Kelly Services is looking for experience Customer Service Representatives for a company in Ann Arbor. This is a long term opportunity. Pay rate is $15/hr. Shift would be Monday - Friday from 10:00am - 7:00pm.
GENERAL SUMMARY
The Customer Service Representative will manage all aspects of the order fulfillment process for assigned accounts and territory responsibilities. And will serve as a primary liaison between Kelly Services client and its customer base to ensure customer satisfaction. The Customer Service Representative will also participate as a critical link between Field Sales personnel and our customer base, providing leads and follow-up support as needed.
ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Serve as the primary liaison for the customer, when interacting with Product Marketing, Manufacturing, and other PLS departments.
2. Provide dedicated phone support within Customer Service, responding to customer requests and complaints in an expedient and professional manner, with authority to handle or coordinate all inquiries to achieve complete resolution and full customer satisfaction.
3. Manage the processing of orders received via telephone, fax, mail, or the Internet, in a timely and accurate manner. Exercise full authority to perform contract review in preparation of order entry, enter orders directly into multiple SAP environments, and maintain central customer database.
4. Work closely with Area Sales Manager to coordinate resolution of customer issues and to help increase sales growth in their respective territory.
5. Acquire and maintain an understanding of the general processes within the following departments and how they interrelate to Customer Service: Manufacturing (currently 13 sites), Shipping, Accounting, Technical Service, and Sales Support. Spend time within each of these departments (as able) to learn their processes, strengths and limitations, as well as to build good lines of communication.
6. Develop and maintain relationships with the above mentioned departments to ensure the ability to address customer needs and expedite requests.
7. Develop and distribute Open Order, Back Order, and Shipment Reports for customers.
8. Processing of complaints and credit memoranda.
9. Prepare status reports or other summaries and analyses as requested by Supervisor and Sales.
10. Basic knowledge of SAP, including the ability to enter orders, determine order and/or shipping status and evaluate inventory status.
11. Develop and maintain a thorough working knowledge of product lines, marketing programs and pricing.
12. Develop a general understanding of the various lines of business and the products they support.
13. Seek continuous process improvements to enhance department productivity and customer service performance.
14. Depending upon geographic assignments, additional language skills in Spanish, French, German or Japanese may be required to communicate effectively with Customers.
15. Develop an appreciation and skills to overcome intercultural barriers as most territories require global interfacing.
16. Assist in department filing and clerical support as required.
17. Provide full sales functionality, from inside, for a list of select accounts within assigned territory.
18. Create and distribute quotations as requested by sales within assigned territory.
19. Perform other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
1. Ability to read, comprehend and follow complicated verbal instructions, the ability to communicate clearly and the ability to perform basic arithmetic calculations in order to perform the duties described above. This is normally acquired through the completion of a high school education, and/or extensive work experience.
2. Strong written and verbal communication skills.
3. Knowledge of customer service etiquette, including a pleasant phone voice and manner.
4. Demonstrated experience with computers and general office equipment.
5. Knowledge of and demonstrated experience with typical office automation software, such as Microsoft Windows, MS Word, MS Excel, MS Access or other database applications.
6. One or more years experience in a customer service environment.
7. Verbal and written communication skills in a foreign language (Spanish, French, German or Japanese), or the desire and ability to acquire such skills may be required.
8. Demonstrated ability to prioritize multiple tasks, solve complex problems, drive resolution of problems to meet deadlines, and the ability to pay strict attention to detail.
9. Exceptional attendance required to meet ongoing demands of customers and field sales.
Requirements
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
1. Ability to read, comprehend and follow complicated verbal instructions, the ability to communicate clearly and the ability to perform basic arithmetic calculations in order to perform the duties described above. This is normally acquired through the completion of a high school education, and/or extensive work experience.
2. Strong written and verbal communication skills.
3. Knowledge of customer service etiquette, including a pleasant phone voice and manner.
4. Demonstrated experience with computers and general office equipment.
5. Knowledge of and demonstrated experience with typical office automation software, such as Microsoft Windows, MS Word, MS Excel, MS Access or other database applications.
6. One or more years experience in a customer service environment.
7. Verbal and written communication skills in a foreign language (Spanish, French, German or Japanese), or the desire and ability to acquire such skills may be required.
8. Demonstrated ability to prioritize multiple tasks, solve complex problems, drive resolution of problems to meet deadlines, and the ability to pay strict attention to detail.
About Kelly Services®
Kelly Services, Inc. (NASDAQ: KELYA, KELYB) is a leader in providing workforce solutions.
Kelly®offers a comprehensive array of outsourcing and consulting services as well as world-class
staffing on a temporary, temporary-to-hire, and direct-hire basis.
Serving clients around the globe, Kelly provides employment to more than 560,000 employees annually.
Revenue in 2012 was $5.5 billion.
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