Customer Service Representative II - Nesco Resource, LLC

Do you have at least five years of clerical/customer service experience? If so, this may be the job for you!

The Customer Service Representative II provides support to customers to ensure their satisfaction. This position is responsible for being the main point of contact for the customer, answering incoming calls, responding to emails in a timely manner, entering customer orders, and invoicing orders. The Customer Service Representative is also responsible for processing customer returns, updating customers on production delays, improvement requests, and working with various departments to resolve issues such as quality, shipping, billing, and pricing.

Key Responsibilities:

• Accurately read incoming purchase orders from customers and enter data into our system to create orders for production.
• Maintain a full understanding of various customer pricing and products.
• Update customer orders upon request.
• Work with Production Planning to help with customer requests to improve ship dates, cancel orders, etc.
• Assist the Art Team with customer sku/decoration changes.
• Respond to customer service calls, emails, and website chats in a timely manner.
• Attend daily production/logistics meetings and update customers as needed.
• Process customer claims and support the Quality Team to resolve issues.
• Process product returns.
• Maintain Freshdesk tickets. This is the primary application Customer Service uses to communicate with customers and sales.
• Produce customer reports upon request.
• Investigate order invoice and freight invoice discrepancies. Work together with our accounting team.
• Accurately invoice customer orders each day.
• Fill in for the receptionist when necessary. (Reception lunch coverage is required each week.)
• Must be ready to take on unexpected duties and challenges that may arise each day.
• All other duties assigned by the Customer Service Manager and Customer Service Director.

QUALIFICATIONS

• Proficient in MS Office suite including Excel and PowerPoint.
• Strong verbal and written communication skills
• Detail oriented
• Ability to manage multiple tasks and achieve deadlines under pressure.
• Organizational skills
• Ability to consistently maintain professionalism and a positive service attitude.
• General computer skills
• Ability to work collaboratively with various departments.
• Ability to work independently and follow through on assignments with limited supervision.
• Proficiency in Excel with the ability to produce customer reports upon request.

EDUCATION:
· High school diploma or equivalent required.

EXPERIENCE:
· Minimum of five (5) years administrative and customer service experience required.



Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.