Customer Support Representative in Memphis, Tennessee at Hyperion Solutions

Hyperion Solutions is currently seeking an experienced Customer Care Representative for our Memphis location to support our Vator line of products. Reporting to the Manager, the Customer Care Representative plays an important role in acting as a liaison between the company and our customers, providing information about products and services, resolving any emerging problems that customers might face with accuracy and efficiency, and ensuring a high standard of customer satisfaction. A successful representative is one who consistently delivers exceptional service, resulting in high levels of customer satisfaction and loyalty. This is measured by the ability to effectively and efficiently resolve customer issues, contribute to the improvement of customer service practices and maintain accurate records of customer interactions.

Primary Responsibilities:
Customer Interaction:
o Proactively contacts current and prospective customers in efforts to develop and increase current sales levels via phone and electronic communications.
o Provide accurate quotes by interpreting job specifications to ensure proper materials and pricing are provided to customers.
o Responds promptly to customer inquiries, making decisions on the appropriate course of action while providing exceptional customer service.

Order Processing:
o Process quotes, orders, and additional sales forms efficiently and accurately following the ERP system guidelines.
o Manage detailed records of customer interactions, transactions comments and complaints.
o Processing customer payments as needed and working with accounting to ensure payments are successful.

Purchasing:
o Review inventory levels and purchase products as needed to maintain production and inventory needs.
o Coordinate and prioritize production scheduling to ensure timely completion of orders

Problem Resolution:
o Acquires in-depth knowledge of our products and customer base to autonomously address a wide range of questions.
o Provide appropriate solutions and alternatives within appropriate timing and ensure customer issues are resolved and followed up on as needed.
o Collaborate with logistics and other departments to ensure seamless order fulfillment and customer experience.
• Perform all other duties as assigned

Job Requirements
• High school diploma; BS/BA in office administration or relevant field is preferred
• Sales or industry experience preferred
• Three or more years of project designed industrial product sales experience preferred.
• Prompt and regular attendance Required
• Excellent knowledge of MS Office and office management software (ERP etc.)

Capabilities:
• Communicates effectively:
o Shares information with the team. Actively listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.
• Delivers high quality work:
o Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
• Displays technical expertise:
o Keeps technical skills current. Effectively applies specialized knowledge and skills to perform work tasks. Understands and masters the technical skills, knowledge, and tasks associated with the role. Shares technical expertise with others.
• Prioritizes and organizes:
o Allocates time and attention based on what is most important to achieve key goals and objectives. Effectively organizes and balances tasks and prioritizes to keep multiple projects on track.
• Manages resources:
o Has an authentic interpersonal style that engages others and encourages high performance. Uses personal influence to encourage and support.
• Resolves conflict:
o Able to handle confrontation in a professional and constructive manner. Avoids conflict when possible, but does not shy away from addressing issues when necessary. Is a skilled mediator when needed.

Hyperion is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programs and activities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Benefits
At Hyperion Solutions, Inc. we understand that our employees are our most valuable asset. We offer a competitive salary, generous benefits package, opportunities for advancement and a positive work environment that recognizes initiative and enables personal growth.