Will Call Customer Support Specialist

Summary

We are seeking a dedicated and detail-oriented Will Call Customer Support Specialist to join our team. In this role, you will be responsible for efficiently processing returns and credits, ensuring an exceptional experience for all customers. Your ability to handle customer inquiries with professionalism, accuracy, and urgency will be crucial in maintaining our high standards of customer satisfaction. The ideal candidate will be committed to delivering the best service in the industry. Customer Support

• Respond to customer requests for returns & credits via email and phone.
• Process returns and credit requests, including order entry for replacements.
• Check stock availability, track order and delivery status, and other necessary data.
• Communicate with vendors, warehouse team, and Accounts Payable as necessary to process returns.
• Follow appropriate procedures when determining if material will be returned to factory, warehouse, or scrapped in field.
• Partner with suppliers to process direct returns to factory.
• Issue credits as outlined by Banner internal procedures.
• Create positive customer experiences through email, phone, and written communications.
• Utilize required systems including P21 and Salesforce to process returns & credits, maintain accurate records, and respond to customer inquiries.

Will-Call Counter Support

• Service incoming customers with their various needs including but not limited to processing orders and returns and handling cases from work queues.
• Manage cases as assigned in Salesforce, including but not limited to RMAs & credits and responding customer inquiries.
• Addressing any issues or concerns that customers may have during the pickup process.

Inter-Departmental Communication

• Work closely with the Contact Center teams to complete customer credit & return requests, generate replacement orders, and provide order status information
• Communicate with other departments within Banner as needed to answer questions and resolve customer issues.

Qualifications

• High School diploma or GED required
• Associate degree or bachelor’s degree preferred
• 3-5 years’ experience in customer service, preferably in the distribution industry

Skills

• Customer Focus: Ability to build strong customer relationships, deliver customer-centric solutions, and ensure all inquiries are resolved quickly and accurately.
• Interpersonal Skills: Ability to interact, communicate and build relationships with others
• Verbal and written communication skills: Ability to clearly articulate and convey information and ideas in speaking and writing so others will understand
• Empathy: Taking an active interest in the concerns of others through social awareness and relationship management and ensuring customer needs are met
• Professionalism: Professional and pleasant speaking and writing manner via telephone, email and in person, basic business acumen and urgency in resolving customer issues
• Technical Learning Capability: Proficient with or the ability to quickly learn an array of computer hardware and software.

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