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Customer Service Representative

Indianapolis, IN, US, 46250

Jul 22, 2021

POSITION OVERVIEW/DUTIES:

 dormakaba is seeking a Customer Service Representative that will provide an exceptional experience for the customer while meeting the customer’s needs. This is an individual contributor role that is responsible for providing service and support to customers through phone and email interactions and/or order processing activities.  The individual will be responsible for assisting customers with the ordering process including, processing, verifying, and changing orders when necessary while delivering a pleasant experience that will foster a lasting relationship between the customer and dormakaba.

 

RESPONSIBILITIES:

  • Builds relationships and positively interact and communicate with customers, both internal and external
  • Receives, processes, and verifies the accuracy of orders from customers utilizing the company’s software system and customer purchase orders
  • Answers incoming customer calls or emails regarding orders, invoices, product, and other general inquiries
  • Maintains a high level of professionalism with customers and working to establish a positive rapport with every caller
  • Works with leadership to stay updated on product knowledge and be informed of any changes in company programs and policies
  • Initiates required action for response to a customer service request for order changes, including the maintenance of order information files. Communicate changes to the appropriate personnel
  • Receives inquiries from and/or contact the company’s field offices to resolve a variety of order related issues
  • Operates a computer workstation to obtain and extract order information.
  • Provides Customer Service management with the data for inclusion in various scheduled and special reports
  • Performs assigned system maintenance to various electronic order files
  • Develops and recommends changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the Customer Service department
  • Prepares, generates, and distributes daily reports and order acknowledgments to appropriate personnel as necessary
  • Maintains a working knowledge of company-required software, computer, and office equipment
  • Provides back-up support to other group members in the performance of job duties as necessary

 

CRITICAL SUCCESS FACTORS:

  • Desire to problem solve while remaining calm and tactful
  • Customer service focused; demonstrates energy, enthusiasm, and a “customer first” attitude to both internal and external customers
  • Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist. Must possess decision making skills to determine when exceptions are needed to provide resolution to the situation
  • Strong communication skills
  • Strong attention to detail and accuracy in work produced
  • Ability to multi-task daily
  • Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
  • Ability to handle multiple tasks, and function in a team-oriented, fast-paced environment

 

 REQUIREMENTS:

  • High School education/Equivalent
  • 5 years of customer service experience with increasing responsibilities
  • Associates degree (preferred)

   

WE OFFER

  • An opportunity to work in global company with a family culture and strong core values (Trust, Customer First, Curiosity, Courage and Performance)
  • Competitive pay with great benefits options (Medical, Dental, Vision, Life and Disability insurance, 401k), Paid Time Off and Holiday Pay
  • Career fulfillment with growth and development opportunities 
  • Employee discounts (online discounts for shopping, travel, insurance etc.) and much more!
dormakaba USA Inc.

 

 

 

 

 

 

 

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Nearest Major Market: Indianapolis