Customer Order Specialist at SILVER STAR BRANDS INC – Oshkosh, Wisconsin

Customer Order Specialist

Join our Monday-Friday team and become a key player in delivering top-notch customer service! In your role as a Customer Order Specialist- trainee, you will provide exceptional customer service primarily to mail and phone customers by resolving escalated customer and order issues to ensure all orders are handled with care and precision.

Job Mode: Onsite, Part Time

Major Position Responsibilities and Accountabilities:

• Provide troubleshooting and order issue management support to Customer Relations and Partner agents via phone, email and eform.

• Learn our order processing system, DAX
• Handle website & DAX questions/issues and report as needed.

• Identify problems and seek solutions for order issues prior to entry into DAX (No enclosures, Problem Orders, Etc)
• Train on identifying areas of opportunity and seek solutions in the effort for continuous improvement.
• Train on effectively handling escalated calls from internal and external customers.(Fulltime only)
• Professionally handle switchboard calls from external customers. (Fulltime only)
• Train on investigating/responding to product inquires and report appropriately.
• Cross Train in Returns and provide back-up or overflow assistance as needed
• Maintain department performance standards for productivity and quality.
• Attempt to save sales and/or increase average order size by calling customers on appropriate orders and using new sales techniques while handling orders once trained
• Resolve backorder issues as notices are received from customers

• Display ability to work independently and make appropriate decisions.

The above is intended to describe the general content of and requirements of the performance of this job. It is NOT to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

Required education, skills, abilities, and experience:

• Ideal canidate has customer service experience.
• Paid on the job training will be provided.
• Strong written and verbal communications skills.
• Strong decision making ability.

• Be available to work weekends and mandatory extra hours as volume requires.

Other Critical Factors:

• Attendance is crucial to the success of our organization. Team members need to be dependable and work the shift they are scheduled.
• Be available to work mandatory extra hours as order volume requires.
• Quality and superior customer service are critical. Team members must be committed to working towards high customer satisfaction.
• Production standards/expectations are set for each area. Team members must complete the required training and meet or exceed production standards in a timely manner.
• Flexibility is essential in any of the jobs or areas within Customer Relations. Team members will be expected to move to different areas and work in different processes while maintaining production standards and upholding customer expectations.
• Honesty and integrity is expected from all team members at Silver Star Brands.