Customer Support Representative II

Customer Support Representative II provides a positive brand experience for existing and potential customers as a key liaison between Shorr and our valued customers, ensuring business and sales strategies are executed through daily interactions with our customers.

Requirements

• Handle customer inquiries on product, price, and lead-time with a drive for first contact resolution.
• Research new items and product substitutions to ensure smooth customer experience.
• Build credibility and trust with assigned customers while influencing buying decisions and customer-focused solutions
• Manage customer cases in Sxe and CRM systems ensuring timely resolution
• Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.
• Create and maintain customer profiles and account notes in Sxe and CRM
• Monitor customer-owned and slow-moving inventory levels in coordination with sales to ensure billing and shipment is on track.
• Work with sales and customer to upsell, cross-sell, and move E&O inventory.
• Investigate and resolve customer complaints while capturing details in Shorr’s CRM system.
• Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
• Investigate customer inquiries and provide solutions in a timely manner.
• Monitor internal reports to ensure customer deliverables are met.
• Set up and maintain price records at the direction of sales team.
• Monitor product margin fluctuations and alert sales team to fluctuations.
• Process quotes in Salesforce when support is needed from Account Executive.

Benefits

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits: Explore Shorr Benefits
• Competitive hourly rate plus targeted annual bonus plan
• 401K plan plus matching
• Team based Employee Owner company culture