Job Details
DIMENSIONS:
- Supervisory responsibility: NO
- Financial/Budget Responsibility: NO
- Administrative responsibility: YES
- Call Center: Phones, live chats, CRM tools, etc.
EDUCATIONAL SPECIFICATIONS:
- Minimum education level required: GED/HS DIPLOMA
- Preferred educational level: SOME COLLEGE
- Microsoft Office Required:
REQUIREMENTS:
(2 to 3) years of customer service experience / inside sales support are required. Must possess excellent interpersonal, verbal, and written communication skills. Exposure to a CRM tool, or similar software, would be a plus. Must be comfortable speaking with the general public, have good problem solving skills, possess empathy, be able to multitask, and have reliable internet. Requires attention to detail, accuracy, Excel experience, organization skills, information retention, problem solving skills, outstanding follow up skills, and a customer first attitude.
MAJOR FUNCTION:
Provides support via phone, email, and live chat to manufacturer representatives, distributors, company sales representatives, consumers and internal employees. Efficiently utilizes systems and resources for: stock status, purchase order processing/inquiries, purchase order changes, delivery dates, general questions, and application of products.
COMPETENCIES:
- Resolves product/service problems and provides follow-up to ensure satisfactory resolution
- Meets and/or exceeds departmental KPIs within a team environment to increase customer satisfaction. Also works diligently to achieve self development KPIs
- Utilizes TOTO's internal operating system, web based order management tools, shipment tracking/freight estimation tools, etc. to efficiently process purchase orders, track shipments, and review supply/demand
- Understands different shipping options and the customer requirements to effectively communicate specific shipping requirements for specialized services.
- Maintains proficient knowledge to effectively answer customer inquiries regarding key features, functions and benefits of TOTO's products.
- Maintains a working knowledge on product warranties, spare parts, and components
- Remains diligent in reviewing and understanding: product bulletins, sales programs, sales bulletins, and lead times
- Works with the Claims department to ensure all claims are processed in a timely manner as it relates to reshipping products
- Represents TOTO to the general public and customer base with the utmost professionalism. Provides accurate, courteous and timely information when responding to customer concerns, comments, and/or questions
Regardless of Position Title, all employees are expected to provide the highest level of customer service for the TOTO organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. As an employee, you are expected to perform other duties, as assigned.