Customer Enablement Representative

Responsibilities

• Primary support for global contact management system
• Meet call quality and service level expectations for all incoming activity via the global contact management system
• Update contact records for all inbound calls/chats and emails in Salesforce
• Provide product support to customers; elevate to tech support as needed for customer issue resolution
• Process and check free of charge/non-standard orders from inbound customers ensuring proper lead times, customer information, and special instructions
• Provide information on product availability and pricing, shipment tracking, updated order status and delivery information
• Convert or enter all orders into the order management system
• Partner with Operations when necessary on proper lead times
• Report, research and start corrective action for problems and complaints received from customers, partners or sales reps
• Create Service Requests, replacement orders and NCRs for tracking and issue resolution and ensuring customer satisfaction
• Issue Return Material Authorizations to customers within the guidelines of the RMA policy
• Follow up on outstanding RMAs
• Provide freight quotes based on order guidelines
• Act as backup for sick, vacationing, or out‑of‑office sales support representatives
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination

• Associate of Arts (AA) or higher in Business Administration, Marketing or related field preferred
• One to two years of customer service experience required
• Ability to multi‑task required
• Familiar with Microsoft Office (including Excel, PowerPoint and Outlook), Oracle, and Salesforce
• Must be able to perform the physical requirements of the job as described to you for the position