Customer Service Associate

Location: Pittsburgh, PA, United States

About the Role

The Customer Service Associate provides excellent customer service to internal and external customers.

Key Responsibilities

• Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness.
• Focus on Customer Service Order Management responsibilities.
• Proactively maintain communications with callers throughout the analysis and resolution process.
• Work with other departments and internal teams to assure prompt and professional resolution of customer requests.
• Process customer purchase orders with the highest level of accuracy and efficiency.
• Process customer requests, such as expedites, in a fast-paced environment to meet critical customer safety needs.
• Meet personal/team qualitative and quantitative targets.
• Maintain current knowledge of all product and service offerings.
• Accurately document customer information and detailed problem/issue descriptions in a call tracking system.
• Track open cases and keep cases current and complete.
• Provide backup coverage for OLW receptionist.
• Answer product questions and suggest information about other products and services.
• Prepare correspondence.

Requirements & Tech Stack

• Windows software (Excel, Outlook, Word)
• CRM systems
• Oracle E Business Suites Order Management
• Oracle E Business Suites Depot Repair
• Salesforce.com
• Call tracking system

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Minimum of six months in a Customer Relationship Associate or Customer Service role with proven performance in essential duties and responsibilities.
• Established commitment to providing the best customer service.
• Strong written and verbal communication skills.
• Active listening.
• Ability to multi-task, set priorities, and manage time effectively.
• Strong attention to detail.
• Outstanding resourcefulness.
• Flexibility.
• Ability to work independently as well as within a team setting.
• Experience working with distribution.
• Gas detection experience (sales, customer service).
• Must be available to work standard shift until 8 pm and work company holidays.