Customer Service Support/Receptionist in Carlsbad, CA at Vaco

Date Posted: 6/23/2022

Job Snapshot

Job Description

Customer Service Support (Receptionist): Provides support to the Customer Service department and Account managers with work overflow including orders, RMAs, and Complaint Reports. Help and facilitate customer needs (internal and external) as well as perform receptionist duties; answer multi-line phone, greet customers, and provide internal support for other departments. This position will work at the front desk reception area and may assist in ordering lunches for VIP meetings. Completes routine tasks and receives detailed instructions on all work under close supervision.

Core Job Responsibilities:

Customer Service processes orders for customers including tracking and reporting on order status, shipping dates, product availability and back orders. Responsibilities include investigating customer complaints as well as problems related to shipment of products, credits, and new orders. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).

Essential Functions:

  • Processing orders
  • Responding to customer and distributor complaints
  • Problem solving, catering to customers, and working with team members daily to provide excellent customer service
  • Monitors NetSuite transactions for accuracy. Assists in testing of new/revised SOPs.
  • Identifies errors and creates solutions that increase accuracy, efficiency, and service for our customers
  • Uses problem solving skills to determine the problem and devise a course of action to mitigate the problem.
  • Processes and coordinates customer transactions
  • Ensure that all requests are processed accurately and on time

Communicates with all areas of management including:

  • Sales team as well as distributors
  • All internal departments; Marketing, Accounting, Operations, Regulatory and Customer Service Team

Knowledge, Skills, and Abilities (KSA):

The Customer Service team must possess the following skills and demonstrate increasing proficiency in each area throughout their career development.

  • Must have strong computer skills.
  • Strong sense of customer service and team-oriented skills
  • Excellent organizational, prioritization and multi-tasking skills
  • Excellent communication skills
  • Strong attention to detail
  • Professional phone and email etiquette