Customer Service Representative
Company: ZXP Technologies
Location: Highlands
Posted on: May 16, 2022
Job Description:
Business Need / Purpose of RoleUnder direction from the Director
- Accounts Manager, responsible for supporting customers throughout
their journey with ZXP and delivering an exceptional customer
experience. The Client Experience is at the forefront of all you
do, exceeding expectations at every turn. Collaborate with
managers, office staff, customers, and others to help ensure ZXP
represents best-in-class customer service. This is a fast paced and
demanding role with high visibility within the company. Contributes
to the accomplishment of the team by providing high level support
further enabling ZXP to be the first choice to manufacture great
brands. - -Objectives & Measurement - Key Responsibilities:
- Acts as first level contact with customer; interfacing to
answer questions, resolve issues, proactively communicate changes,
and manage scheduling/work order request
- Coordinates and manages daily customer support activities
- Provides timely and accurate information to customer order
status
- Processes customer orders and changes from beginning to end in
monitoring, anticipating, and resolving potential errors or
issues
- Partners with the Client Experience team to meet and exceed
customer's service expectations
- Processes order receipts efficiently, prioritizing timely order
processing and outstanding customer interactions and
relationships.
- Perform administrative and data entry duties accurately and
efficiently; including but not limited to filing, order entry,
BOL's, and generating/maintaining reports
- Perform marine dispatch activities when needed, which will
include weekend participation.
- Registers and processes customer orders in ERP system (Lotus)
received via electronic mail, phone or through other contact
parties with the customer, ensuring ensures order processing is
handled and billed correctly within 24 hours
- Reconciles monthly the open orders with customers open order
report and investigates variances and fixes the variances
- Tracks status of orders and expedites through the system, when
necessary, by coordinating with Planners and Logistics
- Reconciles monthly open orders reports with customers and
investigates/fixes any variances
- Liaising with all departments and customers on account changes
(billing, sales, and logistics)
- Act in accordance with ZXP core values (Safety, Teamwork,
Accountability, Results, and Service)
- Performs other duties as required
REQUIRMENTS:
Job Knowledge / Education and QualificationsQualifications
- ZXP is committed to safety. -All employees must follow all
safety procedures and take all safety precautions to ensure freedom
from the occurrence or risk of injury, danger, or loss at all
times
- Strong drive and initiative to make improvements with a minimum
of supervision
- Strong, compelling, and clear communication, presentation, and
writing skills
- Bilingual English/Spanish verbal communication skills are a
plus
- Must be comfortable working in a fast-paced environment, able
to act with a sense of urgency, with minimal direction and ability
to adjust workload based upon changing priorities to contribute to
the growth of the company
- Highly organized and able to manage concurrent tasks to
completion
- Inherit talent for process and attention to detail; ability to
pay attention to the minute details of a project or task
- Ability to work in and manage ambiguity - dealing with issues
that do not always have a process or a system in place
- Ability to handle many interruptions throughout the day while
completing work
- Desire to seek out more tasks during slow times
- Maintain positive attitude throughout all tasks and
interactions with others
- Strong interpersonal skills for interacting on multiple levels
with co-workers, customers, vendors, and stakeholders
- Strong decision-making, problem-solving, and analytical
skills
- Ability to maintain satisfactory customer relations
- Ability to handle and maintain confidential information
- Ability to work independently and make decisions while
providing excellent customer service by phone and in person
- Ability to handle multiple tasks concurrently and work well
under pressure
- Proficiency with Microsoft Office products; Outlook, Word,
Power Point, Access, Teams, Excel, etc.
- Proficiency in the use of SAP or similar ERP systems
Education / Experience Requirements:
- High school diploma or equivalent required
- Four (4) or more years of work experience in customer service
and/or sales support, or equivalent combination of education and
experience
Keywords: ZXP Technologies, Houston , Customer Service Representative, Hospitality & Tourism , Highlands, Texas
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