Customer Service - Order Desk

The ideal candidate will work with staff from all departments to ensure that the best practices are followed and customers are supported efficiently. The Customer Service Department Representative will support ICOM product sales by receiving and processing order requests while demonstrating exceptional customer service. The Customer Service Department Representative will regularly interact with customers to ensure a positive experience. This position requires a reliable, organized, team-oriented person with a ‘can-do’ attitude.

EXPECTATIONS:

The Customer Service Representative (Export) is expected to demonstrate proficiency, if not expertise and understanding, in the following areas:

Conference Platforms:
Vonage, TEAMS, WEBEX, or other conference platforms

Icom Operations and Procedures handbook (including all desk procedures)
JD Edwards E1 software, B2B Website, Microsoft Outlook tools

Grow in their understanding of the company products and foster a good working relationship between Icom America staff, customers, and partners.

Interface and communicate with other departments and individuals on a frequent basis to ensure a smooth order flow as well as timely and complete solutions to customer service requests.

Time management and punctuality in attendance.

Ability to work with minimal supervision after initial training has been completed.

Ability to make suggestions, which result in improved order completeness and customer satisfaction.

DUTIES AND RESPONSIBILITIES:

Receive and process customer quotes and purchase order requests via phone, fax, or e-mail Processing of pro-forma invoices (international orders), backorder releases and blanket orders

Understand the steps to creating required customs documentation

Understand SLI and SED shipping documents

Possess the ability to communicate with various freight forwarders

Provide customers with product information, availability, and pricing

Inbound and outbound calling via Vonage phone system

Complete related paperwork and follow up as needed to ensure a smooth delivery of products

Process credit invoices (i.e., rebills, billing errors, freight reimbursements, rebates, and coupons)
Processing of credit card payments

Work closely with inter-office admin for domestic customers

Create training videos to be accessed and viewed by other department members

Other tasks include: answering incoming calls, sorting and distributing mail, filing as required, and duties as assigned

Opportunities are available to cross-train within the Customer Service Department to achieve higher levels of expertise and experience.

REQUIREMENTS:

Must be able to work independently with minimal supervision and demonstrate good decision-making and sound judgment.

Ability to prioritize fluctuating workload, execute tasks through completion, and adapt to changing priorities.

Excellent interpersonal, oral, and written communication skills. Receive and diffuse customer issues while maintaining a positive attitude.

Superior organizational skills; demonstrate attention to detail, initiative, and follow-through are required.

Computer skills - knowledge of MS Word, Excel, Access, and Outlook.

This is a bilingual role (Spanish speaking is required).BENEFITS
401(k) & 401(k) matching

Flexible spending account

Health insurance (Medical, Dental, Vision, FSA)
Life insurance

Paid Holidays – 11 (including 1 floating)
Flexible Days – 3 days/calendar year Vacation – 12 annually

Quarterly Productivity and Profit-Sharing Bonuses Founded in 1979, Icom America is part of the Icom Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including cash bonus, medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran.
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