Customer Service - Order Desk - Icom America : Job Details

Job DetailsJob Location Corporate Headquarters - KIRKLAND, WA Position Type Full Time Education Level High School Salary Range $24.00 - $30.00 Hourly Travel Percentage Negligible Job Shift Day DescriptionEXPECTATIONS: The Customer Service Representative (Domestic) 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.

QualificationsDUTIES AND RESPONSIBILITIES:

• Receive and process customer quotes and purchase order requests via phone, fax, or e-mail
• Processing of quotes and orders for Domestic dealers and customers
• Processing of backorder releases and blanket orders
• Work with and process various state contract orders
• 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 order requests for customers that require specific steps and protocols to be followed
• Processing of credit card payments
• Processing of credit invoices (i.e., billing errors, freight reimbursements, rebates, and coupons)
• Create training videos to be accessed and viewed by other department members
• Work closely with inter-office admin for export and federal government customers
• 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.
• Overtime may be necessary during end-of-month closing periods or to complete large projects.

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