Customer Service Representative in Carlsbad, California at Pro Spot International Inc

This position is responsible for delivering exceptional service to customers at all levels, providing information, technical support, and facilitating direct sales. This role involves handling inquiries from internal and external customers, including end users, distributors, Pro Spot field service, and sales team members. The Customer Service Representative is expected to maintain customer satisfaction by delivering outstanding service, accurately entering orders, addressing customer concerns, documenting technical support requests in Zendesk, and managing warranty registration information and new leads in a CRM.
Duties:
Provide customer service experience through phone and electronic communication interactions with customers.
Receive, record, and accurately enter orders received via email or from Shopify into an ERP system (Plex).
Utilize product training knowledge to offer appropriate solutions, troubleshoot, and answer customer questions.
Increase revenue through suggestive solutions and soft-selling of products and accessories relevant to the caller’s needs.
Document warranty registration, leads, and new accounts in CRM- Customer Relations Module, cross reference previously received leads, and convert them into sales.
Handle customer service issues and comments through appropriate management channels and levels to bring quick resolution.
Act as the brand authority, answering questions and providing information about Pro Spot products.
Collaborate with Pro Spot Technical and Sales team members to resolve customer concerns promptly.
Learn shipping process procedures related to daily shipments and assist in pulling parts for orders.
Process orders and interplant transfers for Pro Spot field service representatives when needed.
Promote Pro Spot products to consumers when necessary.
Direct unresolved issues to designated Pro Spot resources for resolution.
Monitor and report competitor information obtained through daily customer interactions.
Educate consumers on the use of products when needed.
Perform general office work and maintain up-to-date inventory levels for satellite locations.
Performs all job functions safely following all established safety guidelines, policies and procedures.
Other duties as assigned.
Qualifications:
Two-year degree or certification from an accredited institution preferred, or equivalent work experience.
3-5 years of experience in a technical customer service role.
Strong communication skills
Strong attention to detail.
Ability to lift up to 55 pounds.
Strong problem-solving skills.
Self-motivated and driven to provide an exceptional customer experience
Experience with ERP, CRM, and other business management software
Experience with Microsoft office and/or Google business documents, Excel.
Technical knowledge of the welding, bonding, and collision repair industry is helpful but not mandatory
Ability to work collaboratively in a team environment.
Automotive background, ASE Certification, or ICAR Certifications are a plus.
Benefits:
Medical Insurance
401(k) Match
Dental Insurance
Vision Insurance
Life Insurance
Paid Time Off
8 Paid Holidays
Sick Pay