Customer Service Representative


At Luxor, we create an innovative and forward thinking culture that our employees love, and our products reflect this. As a manufacturer of innovative workspace product solutions that are sold to the commercial, educational, industrial and other end markets, we are constantly developing functional products that are value priced. Under our Stand Up Desk Store brand, we create workspace furniture solutions that nurture a healthy and collaborative work environment.

GENERAL PURPOSE:

 

The Customer Service Representative who will play a fundamental role in achieving our ambitious customer acquisition and revenue goals. In this role, you are directly responsible for making outbound sales calls, following up on perspective leads, and overall ensuring optimum customer experience and satisfaction. The Luxor and Stand Up Desk Store is seeking an enthusiastic customer-oriented service representative to assist their sales teams by providing product/services information and resolve client issues with accuracy and efficiency.

 

ESSENTIAL DUTIES AND Responsibilities:

 

  • Grow the support function of the customer service team to best service customers
  • Answer calls promptly and in a polite and professional manner
  • Obtain and enter accurate demographic information into our computer system.
  • Direct calls to other departments as needed.
  • Use sound judgement in handling calls, and understand when to escalate calls to supervisors, or managers
  • Implement steps to ensure ongoing customer satisfaction
  • Maintain and enhance weekly reporting on KPIs
  • Assist all Customer Service Reps with questions related to customers, policies and systems
  • Report on business trends by analyzing customer data through available tools and/or spreadsheets
  • Essential liaison and collaborator to the Marketing team, and shared services to implement best practices
  • Verify accurate data is maintained in systems to best manage order flow
  • Provide daily and/or weekly progress reports for metrics such as sales calls taken, quotes given, sales closed, total dollars sold and average profit margins
  • Work collaboratively with the Stand Up Desk Store team in all areas including training, mentoring, and customer service calls
  • Develop product expertise on the existing product line and positively contribute to new product development by leveraging information from customers and competitors
  • Work with customer service to create processes for alignment that support overall goals
  • Leverage CRM tool while benefiting from all its capabilities (customer orders, prospects, marketing tools, etc.)
  • Maintain a team to adhere to our customers having best in class experience
  • Implement best practices focusing on improving customer satisfaction (e.g. live chat)
  • Build a ticketing system that will scale our customer email and chat inquiries
  • Cultivate a welcoming and motivating atmosphere
  • Assess call/email/chat numbers every day, and take the action needed to achieve service level goals
  • Monitor calls for quality and develop systems to continuously improve quality and reduce handling time
  • Maintain a healthy performance score on Amazon and Magento
  • Manage the Health Dashboard, feedback and call data to make sure all KPIs are in healthy standing
  • Develop materials and implement training practices and procedures
  • Ensure a smooth onboarding of all staff with clear metrics for success
  • Troubleshoot complex and escalated customer situations, requirements or concerns to effective resolution. 
  • Monitor, measure, and improve the customer service experience through data analysis, customer surveys, and face-to-face interactions. 
  • Monitor and maintain centralized inventory to meet order and delivery commitments 
  • Identify and implement continuous process improvements to customer service, order processing, and fulfillment activities to enhance the customer experience. 
  • Monitor system performance, system upgrades, and system improvements to maintain maximum up-time and communicate system availability issues timely. 
  • Identify and recommend system improvements. 

 

OTHER DUTIES AND RESPONSIBILITIES:

 

  • As assigned

 

SKILLS AND ABILITIES REQUIRED:

 

  • 3+ years of Customer Support experience
  • Good communication and problem solving skills
  • Demonstrated ability to evaluate and balance team and individual workloads through effective time management, prioritization, and organizational skills.
  • Ability to effectively prepare and present information and respond to questions from management, clients, and other employees of the organization.

     

    EDUCATION AND EXPERIENCE REQUIRED:

     

  • Work History Requirements:
    • Minimum 2-3 years of “hands on” customer support
    • Demonstrated track record of sales initiative and successes through eCommerce
  • Education Requirements:
    • High School Diploma

 

Computer eXPERIENCE and level of software requirements:

 

  • Proficient in Excel, PowerPoint and Word
  • Working knowledge of customer service software, databases and tools (CRM experience)

 

  • Intermediate experience in management, administration, and analytics for large eCommerce platforms (i.e. Magento, Shopify, Hybris, etc.)

 

Specific Knowledge, licenses, certifications REQUIRED:

 

  • None

 

 

SUPERVISORY RESPONSIBILITIES:

 

  • Yes

 

TRAINING REQUIREMENTS:

 

  • General employee training material offered  

.

PHYSICAL DEMANDS:

 

  • Ability to lift 20-30 pound boxes and product samples
  • While performing the duties of this job, the employee is frequently required to sit, talk, hear, read and requires the use of hands
  • This position does not require the use or operation of special equipment

 

PHYSICAL PROTECTIVE EQUIPMENT:

 

  • None

 

WORK ENVIRONMENT:

 

  • Usual office working conditions
  • This position works in a moderately noisy environment

EBSCO Industries, Inc.is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Company
EBSCO Industries Inc
Posted
09/20/2018
Type
Full time
Location
Gurnee, IL 60087, US