Customer Support Representative

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Customer Support Representative - NA

Job Summary:

Responds to customer inquiries, expedites critical orders, communicates dispositions, resolves issues, and researches orders.

Principal Responsibilities:

•  May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit issues, and/or other support to sales team members and/or external customers (including order expediting, stock inquiries, reporting, and stock rotation).
• May identify, investigate, and engage in opportunities to improve processes and procedures, including key performance metrics.
• Ensures that positive customer relations are maintained and that customer claims and complaints are resolved fairly, effectively, and in accordance with consumer laws.
• Maintains and updates electronic and/or hard copy records as needed.
• Other duties as assigned.

Job Level Specifications:

•  Acquires and applies a working knowledge of the organization, job, practices, and procedures to be proficient in all aspects of the role.
• Performs semi-routine functions and recognizes the need for occasional alternative solutions.
• Work is conducted independently, with minimal supervision. Can establish priorities and manage time to complete tasks.
• Collaboration with other departments or teams may be necessary to perform the role. Frequently responds to requests from others, both internally and externally.
• Decisions may impact the department, and errors may result in the loss of time, resources, and/or customer satisfaction.

Work Experience:

• Must have North American support multichannel experience. (Calls, Emails and Chat)
• Must have worked only during US shift timings.
• Should possess eCommerce (Order to Cash) knowledge.

Education and Certification(s):

• High School Diploma or equivalent

Distinguishing Characteristics:

• Must have a computer, email, phone, communication, and problem-solving skills.
• Must be extensively experienced in North America Support and Shift.
• Should be fluent in the English language.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.