Customer Solutions Representative I

Delivers exceptional customer service with a friendly, positive, and professional demeanor. Efficiently manages intricate customer order processing with a strong focus on accuracy and attention to detail. Proactively responds to customer inquiries, resolves complaints, and provides timely updates on order status. Demonstrates strong problem-solving abilities to identify effective solutions while supporting customers across multiple channels.

Location and Hours: This position is open to candidates based in either Tucson, AZ or Cherry Hill, NJ. Standard working hours are 8:30am - 5:00pm (Tucson) or 11:30am - 8:00pm (Cherry Hill), Please note that during Daylight Savings Time, Tucson hours will shift to 9:30am - 6:00pm to align with Eastern Time.

Review customer concerns, evaluate potential options, and develop an effective solution to ensure customer satisfaction.
• Receive inbound customer correspondence which may result in:
  • Accurately entering customer orders into the system.
  • Processing catalog requests and ensure timely fulfillment.
  • Preparing quotations based on customer specifications.
  • Researching and providing updates on the status of existing orders.
  • Providing detailed product information, including pricing, availability, and technical details.
  • Resolving customer service issues promptly and professionally to ensure customer satisfaction.
  • Processing customer returns and backorder information requests while coordinating with the appropriate departments and ensuring timely customer responses.
• Maintain customer information in CRM database:
  • Ensure customer information is current, accurate and complete.
  • Merge duplicate customer accounts.
  • Contact customers to verify any address changes.
• Resolves returned package issues by investigating and coordinating corrective actions
  • Files claims/tracers for lost or damaged shipments to ensure timely resolution and customer satisfaction.
• Daily report monitoring
  • Reviewing daily quality reports and correction data.
  • Monitors expedite order status and proactively provides customers with updates.
  • Reviews credit hold report, contact customers regarding payment or account issues, and coordinate the release of orders once resolved.
  • Reviews backorder report and communicate delivery date changes or availability updates to customers.
• Monitors and assigns work within shared tools and inboxes, including but not limited to:
  • Web orders
  • Sales Support emails
• The ability to handle complex customer inquiries, including processing and managing the following types of inquiries:
  
  • Process and manage high-volume standard product quotation requests, using established pricing guidelines.
  • Blanket order processing and management by updating customers proactively regarding any changes to order status, delivery schedules or product availability.
  • Process Canada orders & quotations, ensuring accurate handling of currency distinctions between Canadian and US dollars.
  • Process returns and monitors return queue.
• Conduct proactive outbound customer calls to drive sales, develop opportunities and enhance customer satisfaction. Types of outbound calls include but are not limited to:
  
  • Customer and opportunity development to identify new sales or service opportunity.
  • On Hold Orders to ensure timely processing.
  • Quote follow up to provide follow ups and encourage order placement.
  • Addressing Customer concerns to resolve issues quickly and professionally.
  • Gather customer feedback to continuously improve the customer experience.

Essential Qualifications:

• Punctuality and attendance: Timeliness and regular attendance are required; report to your workstation and be ready to work at the scheduled time
• Customer support coverage: Provide consistent phone and chat coverage for the duration of the full work shift.
• Special account support: Ability to provide dedicated support for special customer accounts.
• Comply with federal, state, and company policies, procedures, and regulations
• Flexible shift coverage: Capable of providing coverage during special shifts with limited management oversight, including:
• Late shift
• Saturday shift
• Skeleton crew

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions

Required Skills & Abilities:

• PC proficiency: Intermediate to advanced skills in MS Word, Excel, email applications and ERP systems.
• Communication skills: Excellent written and verbal communication; demonstrates professional telephone etiquette.
• Organizational skills: Highly organized with strong attention to detail.
• Typing proficiency: Accurate typing at 40 WPM or higher.
• Intricate order entry knowledge: Working knowledge of current policies and procedures for accurate and efficient data entry.
• Teamwork: Works productively with others in a team environment; encourages open communication, actively listens, and seeks to understand multiple points of view.
• Customer interaction: Greets callers, establishes rapport, projects a professional tone, handles complaints effectively, and records statistics for each call.
• Multitasking: Ability to efficiently manage multiple tasks in a fast-paced environment while maintaining accuracy and quality.

Education/Experience:

High School diploma or equivalent; minimum of two (2) years related prior work experience.

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Think you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics.

Compensation Range Transparency:

At Edmund Optics, we are committed to transparency and equity in our hiring practices. The posted salary range for this role reflects the expected base pay. The actual offer will be based on multiple factors, including but not limited to relevant skills, education, work experience, business needs, and geographic location.

Salary Range:
$15.00 - $18.50 per hour

Benefits:

• Medical, Dental, and Vision Insurance
• Life, AD&D, Short and Long-Term Disability Insurance
• Generous Paid Time Off (PTO)
• Tuition Reimbursement
• 401(k) Retirement Plan with Company Match up to 3%
• Daycare and Gym Reimbursement
• Paid Parental Leave and New Mother Benefits
• Training and Development Opportunities

Availability of these benefits may depend on the country and employment type.