Customer Support at The Evolvers Group

Title:  Customer Service Representative

Work Location: Frederick, MD

Work Schedule: Hybrid

Contract Duration: 12 Months

Basic Qualifications:

 High school diploma or bachelor's degree is preferred.

• An equivalent combination of experience and education may substitute.
• Minimum of three (3) years customer service, order processing or related experience.
• Fluency in English required.
• Proficient use of Microsoft products (Excel, Word, Outlook).
• Able to work flexible hours when needed. Required to work a scheduled shift beginning at 8:30 AM.
• Call center experience, consumer or B2B customers.
• Typing speed should be minimum 70 words per minute.
• Oracle ERP/Salesforce (CRM) knowledge is desirable but not required.
• Familiarity with Ariba or other EDI processes is desirable but not required.

Summary of duties

• Answers daily customer correspondence via telephone, email, and eFax from international and domestic customers.
• Provides order assistance and product information.
• Assists customers daily with the full order cycle starting within Salesforce into the ERP system for fulfillment.
• Creates and sends Pro-Forma Invoices, quote prices, and directs customers to our digital platform for self-service opportunities.
• Meet daily targets of Order, Query and Quotes as assigned by CS Management.
• Works with Distribution to coordinate the movement of products and shipments. ·
• Verifies compliance with US Export regulations for EAR/ITAR/IRS items and ensures compliance with established Economic Sanctions regulations.
• Verifies compliance with Environmental Protection Agency such as EPA (Ozone Depleting items).
•  Investigates and handles complaints of varying complexity regarding fulfillment based on existing business processes.
• Handle Quotes/Orders with Special Importing Requirements · Build sustainable relationships of trust through open and interactive communications.  
• Responsible for maintaining a high level of professionalism with customers and peers, working to establish a positive rapport with them.
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
•  Documents customer feedback and complaints regularly in Salesforce capturing appropriate tags.
•  Identify and communicate trends that impact the customer experience in their day-to-day operations with Customer Service Management.
•  Maintain updated knowledge of all company products and services to provide adequate education to customers.
•  Contribute towards creation of Customer Service Training Documents.
• Assist Team Management with initiatives and projects as required.
•  Assists customers with USP Webstore registration and any issues/questions.
• Helps translate and/or review translated documents using available technology.
• Performs other related duties as assigned.