The position of Associate, Customer Service is based in Pittsburgh, Pennsylvania with a remote option available. This is an entry level role with the goal to progress to Customer Relationship Specialist, Customer Service within six months. The primary responsibility of the Customer Relationship Associate is to successfully complete training and under guidance answer product questions and suggest information about other products and services, process purchase orders, prepare correspondence, work with internal teams to fulfill customer needs and provide backup coverage for OLW receptionist. The overall goal is to provide the best customer service to internal and external customers every transaction, every time.

Essential Duties and Responsibilities:

Provide quality telephone and email support with a high degree of customer service, expertise, and timeliness, focusing on order management functions
Work with other departments and internal teams to assure prompt and professional resolution of customer requests
Responsible for processing customer purchase orders with highest level of accuracy and efficiency
Meet personal/team qualitative and quantitative targets
Ability to work effectively with team members to resolve customer issues
Maintain current knowledge of all product and service offerings
Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system
Requires strong attention to detail, outstanding resourcefulness, and the ability to work within a team setting

Must be available to work standard shift until 8 pm EST and work company holidays.

Qualifications Required (Non-Negotiable):

Associates Degree: Bachelor’s Degree preferred
At least 1 year of customer service experience
Comprehensive knowledge of Windows software – Excel, Outlook, Word
Familiarity with CRM (Customer Relationship Management) systems and practices
Strong written and verbal communication skills along with active listening
Ability to multi-task, set priorities and manage time effectively

Qualifications Preferred (Negotiable):

Oracle E Business Suites Order Management and/or Depot Repair experience
Experience working with distribution
Gas detection experience (sales, customer service)
Experience with Salesforce.com
Additional Language skills a plus

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