Amerex Corporation, a global manufacturer and supplier of life safety and fire suppression products has an immediate opening for a Customer Support Representative (CSR) at its headquarters in Trussville, Alabama. The CSR will deliver an outstanding customer experience through professional communication and timely response, meeting customer needs and handling requests or issues, and facilitating an accurate and complete order fulfillment process.
Communication with customers by phone, email, and web portals via both in-bound and out-bound calls.
Direct entry of sales orders, order acknowledgements, and credit memos/return authorizations.
Generate customer, sales, and order queries, and take action based on analysis.
Solve or follow through on all customer-related problems and issues, both technical and account related.
Ensure that information regarding customer requests and/or complaints is provided accurately and timely.
Communicate with all levels within the Company, particularly Sales and Shipping, to provide outstanding service to customers.
Comply with customer service policies, work instructions and procedures.
Excellent communication skills and the ability to properly set and meet customer expectations.
Ability to gain comprehensive knowledge of Amerex products and services to advise and assist customers and salespeople.
Excellent analytical, problem-solving and organizational skills.
Perfect written and oral grammatical skills, sentence structure, spelling, and punctuation.
Technology proficient in the Microsoft Office Suite (Excel and Word), Outlook, Teams, Web portals and applications, and enterprise software (Microsoft AX, D365, SAP, or similar).
Multi-tasking skills with an ability to meet deadlines.
College degree preferred, minimum high school diploma.
Three years minimum of relevant experience in a customer service role.
Ability to maintain a calm demeanor when dealing with challenging issues and individuals.
The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.