Customer Service Operations Associate

We are looking for a motivated and team focused Service Order Management Customer Service Operations Associate who will be a part of a fast paced, diverse, work environment where you take ownership of your work while collaborating closely with your team of internal and external partners! In this job you will support customers based in the United States, Puerto Rico and Canada while collaborating with a global internal team. This is a complex position that requires excellent math, communication, research, and organization skills. 

As a member of the Service Order Management Team, you take responsibility for providing an exceptional customer service experience. 

Key responsibilities include:

• Take ownership to resolve issues throughout the service request to billing cycle.

• Process service and sales orders.

• Interact with customers and business partners via phone calls, chat, and emails. 

• Perform data integrity requests from systemizations, object creating, internal/demo requests and warranty.

• Work with Relocation & Education sales teams, from quoting, booking and invoicing to project handling.

• Research Billing and Invoice Inquiries as well as disputes.

• Grow and maintain customer relationships.

• Interact with customers and coworkers via email, phone, and chat.

• Adopt/apply ‘Continuous Improvement’ mindset by identifying improvement opportunities and driving implementation.

• Cross training to learn and perform Service Contract activities as business needs dictate.

• Customer service experience and a strong interest in working directly with customers.

• Proficient in Microsoft suite to include Outlook, Excel, Word, PowerPoint (Access skills are a plus).

• SAP/CRM experience preferred.

• Positive attitude to delight customers, above and beyond the call of duty.

• Able to clearly articulate messages to a variety of audiences.

• Able to establish and maintain strong relationships.

• Time management in fast paced environment.

• Organizational skills to maximize productivity.

• Adapts to customer situation & different personalities.

• Work is accurate and with eye for detail.

• Seek to improve the job and provides solution-oriented feedback.

• Demonstrates business judgment by knowing when to work independently and when to collaborate.

• Ability to address complex issues that are in the best interest of the customer and the company.

• Positively handle stress that is typical in a customer service environment.

• Bilingual a plus.

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