Job Title: Customer Service Representative II
Job Location: Sunnyvale, CA 94085
Job Duration: 12 months (High possibility of extension and temp to hire based on performance)
Shift: Monday to Friday, 8 am to 5:00 pm
Pay range: $20.90/hr. on W2.
Job Description:
Perform high end order processing tasks which require in-depth knowledge and experience for assigned regions using Microsoft Navision, that communicate to Oracle, SAP and other applications used by the function.
Ensures adherence to all internal / external processes with no slippage on transactions taken up for financial impacting processes/actions.
Solves complex problems, takes fresh opinions using existing solutions, be an active participant of the process calls, share ideas with teams/partners to improve processes.
Works independently and requires minimal guidance.
Effectively collaborate across the team to ensure that mistakes are not repeated by team members.
Engage in activities to provide an enhanced customer experience.
Ensures adherence to organizational procedures, policies, and systems.
Ensures that performance metrics are met.
Adhere to daily turnaround time for orders as per set.
Proactively calls out issues that can potentially hamper the business processes.
Supply to team effort by accomplishing related results as needed.
Ability to display professionalism and courtesy. This includes but is not limited to; providing accurate information, using the proper client scripting, voice tone, inflection, expressing empathy and displaying a willingness to assist.
Accurately identify and escalate within 1 business day.
Field caller complaints and escalate via the request for supervisor process.
Respond to sample accountability emails within 24 hours of receipt.
Daily spreadsheet completion & submissions.
Data & Documentation management (of local mailbox usage).
Adherence to all SOP, Federal regulations as well as all policy and procedures