Job Details
** Customer Support Representative**
**Job Category****:** Customer service **Requisition Number****:** CUSTO01623 Showing 1 location **Job Details**
**Description**
For over 70 years, we have been designing and building high performance, commercial quality products. From our humble beginnings in Japan with a simple hand-held crop duster, we have grown to become a technological leader and well-respected global brand. Today the company sells its products in North America through eight distributors managing 6,600 independent dealers. An additional 24 Latin American distributors sell ECHO products through a variety of channels. ECHO products can be found in Home Depot stores in the U.S., Canada, Mexico and Puerto Rico. Echo is growing, and we are seeking a customer service representative to join our team!
For more information please visit our website at www.echo-usa.com
We are seeking a Customer Service Representative to join our growing team. This position supports all order processing and customer service functions of Echos distributors. The role requires excellent customer service, teamwork, and professional etiquette skills via written and verbal communications. The role is responsible for ensuring complete customer satisfaction through timely, accurate, and cost effective customer related transactions.
**Duties and Responsibilities:**
* **Order Management:** Manage and maintain all aspects of customer accounts and concerns: research and resolve problems with shipments, maintain customer/order files, answer questions regarding product availability, pricing, shipment status, and shipment information (including ETD/ETA).
* **Receiving Inventory and Invoices:** receive inventory and invoicing of all orders shipped from Japan as well as Lake Zurich. Send daily invoices and monthly account statements to the clients Accounting Department.
* **JSox**: Ensure JSOX compliance when entering and revising orders and provide documentation backup when required.
* **Home Depot **Maintain all HD companies orders; process & invoice weekly CDC orders; ship invoice and HD.com orders in the Commerce Hub web page; ensure that orders meet the correspondent HD compliance program.
* **Phone Calls / Email:** Promptly answer phone calls, email, and voicemail messages from all Echo distributors, consumers, Home Depot stores, and Home Depot companies within departmental service levels using excellent customer-service skills. Research any additional information as required
* **Overage/Shortage/Freight Claims Processing:** Research customer orders or invoice discrepancies and resolve in a timely manner. Review and ensure claims are within the Distributor Program requirements; provide documented backup when required. Process credits and debits in a timely fashion and before the end of month in which the overage/shortage occurred. Enter credit and debit orders prior to end of month. Mail invoices and file all backup documents.
* **Other Duties as Assigned by Management:** Be willing to take on projects in collaboration with other teams and divisions of Echo.
**Education:**
* College degree preferred; equivalent work experience may substitute for degree.
**Qualifications and Experience Required:**
* At least 2-3 years of experience in a customer service role
* Two years of experience with international export documentation procedures preferred
* Previous experience in a domestic and export order-processing environment with high call/email volumes
* Strong proficiency using MS Office Suite, as well as strong typing and keyboard skills required
* Excellent attention to detail
* Posses customer-service skills including: active listening, problem solving, patience, responsiveness and timeliness
* Effective communication and teamwork skills, specifically the ability to respond to email requests using excellent customer-service skills and professional e-mail etiquette.
* Ability to work effectively with people of diverse cultural backgrounds
**Equal Employment Opportunity:**
We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.
**E-Verification:**
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
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