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Sr Customer Service Rep

Location: 

Fort Worth, TX, US, 76118

Brand:  Allied Electronics
Function:  Customer Services

About Allied Electronics & Automation
Allied Electronics & Automation is a high service level, authorized distributor of industrial automation, interconnect, cabling, and electromechanical products. We are part of the $1.7 billion global distributor, Electrocomponents, serving as Allied Electronics & Automation in the Americas and RS Components around the rest of the world.

Our global footprint and world-class logistics allow us to give customers the products they need, when they need them.

We pride ourselves on the great working environment that we’ve created at Allied, where our employees can make a difference in the lives our customers, we can move fast, experiment when needed, can operate with autonomy and where everyone is focused on doing the right thing for the customer.

 

Function
The Senior is the initial point of contact for any job task or process clarification required within a defined area of Customer Service. Their work week being a balanced combination of the following responsibilities, conducting training, auditing procedures or processes, ensuring effective work flow, answering questions and performing the core functions within their area.  The Senior is a process expert within the department, providing critical input to ensure all daily goals are achieved.

 

Responsibilities
As a Customer experience role model: 

  • Effectively train staff to the processes, service and core requirements of the job. 
  • Coach staff to support them in achieving the service expectations for their role. 
  • Process auditing of staff to ensure compliance with work processes are being adhered to.
  • Identify and resolve department process exceptions.
  • Monitor workloads within their designated area, ensuring there’s effective flow for quick, accurate and timely transactions. Resolving issues and reporting concerns to the appropriate person (manager or other departments), as well as identifying improvement opportunities and other necessary tasks to maintain workflow.
  • Expertly perform the core Customer Service tasks within the department, to support the achieving of the departments purpose, productivity, quality and service goals. Around half of a shift would be dedicated to performing these core tasks within the department.
  • Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally.
  • Ensuring orders are captured in line with our promise and to the highest quality standards
  • Resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments – regarding product issues, shipping problems, payment issues, and more

 

As a Digital advocate:

  • Becoming experts in navigating our websites, understanding and promoting our value add services
  • Providing help and support to customers in their online journeys: providing assistance in finding products, understanding functionality and educating on the benefits of our digital services

 

Acting Commercially: 

  • Providing quote information to customers based on system data (not independent judgment). 
  • Pre-qualify customers and identifying leads for further growth potential
  • Providing backup support for customer calls from Sales offices 

 

Tasks include: 

  • Answering incoming customer inquiries, entering orders and quotes with accuracy, routing emails and calls as appropriate
  • Proactively making outbound calls to customers as required 
  • Providing online support and assistance for customers 
  • Building a good understanding of our product offering 
  • Committing to quality and the use and interpretation of data/reports as required in the role 

 

Essential Qualifications, Knowledge, Abilities and Skills

  • Excellent Customer Service skills – able to demonstrate an inbuilt passion for helping customers
  • Experience of working cross-functionally and collaborating effectively with colleagues to get things done 
  • Strong written/verbal communication skills
  • High attention to detail
  • Highly organized and able to multi-task and prioritize own workloads
  • Helpful: AS9120, product knowledge

 

Education and/or Experience
High school diploma or general education degree (GED) and one-two years related experience and/or training; or equivalent combination of education and experience.  College education preferred.

 

Equal Employment Opportunity
Allied is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of nondiscrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

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