Managing inbound and outbound phone calls and email
Track requests against service level limitations, and manage communications protocol around unavailable services
Address bids routed from sales
Follow up on and track customer satisfaction
Route customer master, specialized reporting, custom account modification requests and specialized items to Sales Ops or Competency Center as appropriate
Works with internal software and database to update customer order status.
Understands and demonstrates Essendant Core Values.
Performs other duties as assigned.
Skills/Knowledge Required
Relationship development with assigned customers
Competency in completion of care services that can be provided without manual effort (e.g. quotes)
Mastery of efficient completion of care services that can be provided without manual effort (e.g. quotes)
Competency in addressing the range of care requests requiring manual efforts
Tight coordination with other paired resources (sales) to ensure complementary efforts
Proactive issue identification & resolution
Strong problem solving, communication and customer service skills
Familiarity with service level limitations & addressing the range of care requests requiring manual efforts
Ability to communicate with customers (internal/external) and create a positive image of the Company.
Ability to plan, prioritize and organize assignments.
Ability to demonstrate good judgment skills and apply general rules to specific situations.
Demonstrated high level of initiative with the ability to multi-task and work in a fast-paced environment.
Excellent written, verbal, interpersonal and phone skills.
Industry knowledge is desirable.
Basic computer proficiency including MS Office applications (Word, Excel, Access). Siebold tracking tool knowledge helpful.
Education and Experience
High School diploma or GED required.
Prior 6 months to 1 year of customer service or internal care related experience preferred
