Customer Service Representative

$52,000 - $58,240/Yr

E-solutions It Services Private Limited - Westlake, OH

Full-time - Mid Level

Westlake, OH

About the position

The Customer Service Representative at E-Solutions IT Services is responsible for managing customer interactions and ensuring a positive customer experience. This role involves acting as a single point of contact for customers, handling inquiries related to the order to cash process, and utilizing customer relationship management systems to maintain quality data. The representative will also collaborate with internal teams to meet customer needs and contribute to continuous improvement initiatives.

Responsibilities

• Accountable for customer facing activities and customer experience, acting as a single point of contact for customers.
• Run OTC and Customer Service Management, focusing on customer interaction activities.
• Contribute to understanding customer segments, trends, needs, and expectations by reporting on client interactions.
• Build trust and relationships with customers by supporting supply, commercial, and application inquiries.
• Enter relevant information into the CRM system after each customer contact to ensure quality data for retention and business development.
• Provide quality service to customers while identifying opportunities for new business or retention.
• Collaborate closely with internal partners/functions to meet customer expectations and needs.
• Support the implementation of customer experience initiatives, tools, and processes.
• Contribute to reviewing existing operations and generating ideas for continuous improvements.
• Utilize customer service supporting systems and tools to drive efficiencies and provide feedback for improvement.
• Plan daily, weekly, and monthly activities to ensure business continuity and enhance customer satisfaction.
• Comply with corporate standards and sustainability requirements.

Requirements

• Minimum High School Diploma
• 2+ years of experience in customer service and sales
• Customer facing experience
• Knowledge of Order to Cash (O2C / OTC) process
• Experience with Cloud based solutions (i.e. Service Cloud) and ERP systems (i.e. SAP)
• Understanding of Supply Chain management

Benefits

• Contract position with hourly pay ranging from $25 to $28
• Flexible shift options including day, evening, morning, and rotating shifts