New

Customer Service Representative

Thales Trusted Cyber Technologies
55,000-65,000
United States, Maryland, Baltimore
Jan 17, 2025
Summary: A highly skilled Customer Service Representative Specialist who contributes to the development of the Order Management process both from a customer service and a customer perspective, and assists in the establishment of a world class process. Under general supervision oversees and processes Customer POs. Communicates with customers with regards to any account problems and discusses customer concerns and suggestions. Reports suggestions to sales, order processing, and customer support team. Qualification Requirements: Proof of only U.S. Citizenship is required. Education: Associate degree or equivalent combination of work experience and coursework Experience: 2+ years of customer support, sales operations, data entry, or order management experience Flexibility in work schedule when required Experience with Dynamics Navision 2017 is a plus Skills: Good knowledge of the company's business operations Good writing, editing, communication and interpersonal skills required Able to understand Order Management concepts and polies Advanced Word/Excel Skills a plus. PCs and related software applications Ability to multi-task in a fast paced, high-tech, multicultural environment Excellent organizational skills, detail-oriented, and works well in a team environment or as an independent contributor General knowledge of the company's business operations, PCs, and related software applications Essential Duties & Responsibilities include, but are not limited to the following: Maintains book cycle time and positive relationship internally & externally Process all orders and contracts received in a timely manner. Communication with customers & sales team members the status of Sales Orders, status requests, general inquiries, account problems, customer concerns and suggestions. Data entry of required information ensuring integrity, accuracy, and confidentiality Acquire and maintain a thorough knowledge of all products and services Facilitate thorough, rapid resolution of any problems and keeps all involved parties informed of progress Set priorities and handle multiple tasks simultaneously Update and maintain backlog orders Investigate and report on all order misses due to Customer Service delay or error Propose and implement improvements to the process/procedure Attend related meetings and projects as the Order Entry subject matter expert and make recommendations on established processes and new processes Focus on ways to improve the Order Management process Communicates and coordinates activities with sales, order processing and customer support teams Reports customer suggestions to and develops solutions with sales, order processing and customer support team Collaborates with other departments, as necessary to resolve problems Provides statistical and performance feedback on a regular basis Assists Supervisors and Managers with daily operation of Customer Service Department Maintains familiarity with policies and procedures, as well as the business organization Support process improvement and work with appropriate departments to resolve system issues, process issues, etc. Other duties as assigned Scope of Responsibility: Ability to work in a fast paced, complex, and high pressure environment Complete assignments involving the use of independent judgment and personal initiative. Understand the organization and operation of the company and of outside agencies as necessary to assigned responsibilities. Understand, interpret, and apply general and specific administrative and departmental policies and procedures. Exercise tact and judgment in responding to inquiries and resolving issues. Create and Maintain records and reports. Work under steady pressure with frequent interruptions and a high degree of public contact by telephone, email, or in person. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work Ability to utilize telephone and computer to communicate with clients. Extended phone usage may occur.