Career Opportunity - CONTRACT Customer Service Representative

IPC is looking to hire a CONTRACT Customer Service Representative. The Customer Service Representative provides best in class service and support for IPC’s customers and members. Assure high levels of customer satisfaction through quality interactions and timely follow up. Educate customers about IPC products and services, as necessary. Guide customers to online resources. Monitor issues and provide necessary follow-up and maintain consistency of service.

Responsibilities

Phone and Email Support

  • Provide a delightful experience for all customers by engaging in polite, positive, professional, and upbeat interactions via phone and in writing.
  • Use and share knowledge of company products, services, and policies to assist customers with inquiries, complaints, or problems.
  • Respond efficiently and accurately to customers, explaining possible solutions, and ensuring that customers and members feel supported and valued.
  • Engage in active listening with callers, conferencing and clarifying information and diffusing unhappy customers and members.
  • Communicate with customer and partners via email in a professional and thorough manner.
  • Build lasting relationships with customers, members and internal team members based on trust and reliability.
  • Make recommendations for products and services that better suit customer/member needs or complement the products they are interested in.
  • Seek answers to customer inquiries. Escalate issues, as necessary. When appropriate connect customers with other departments/colleagues for higher level support.  
  • Process phone, email, and web orders in a timely and accurate manner.
  • Resolve backorders, follow up with warehouse on order fulfilment and keep customers updated on ship dates.
  • Process returns and other transactions as necessary within the ERP system.
  • Verify and update customer information before processing transactions, add new customer records to database when record does not exist.
  • Document all support activities with the case management system.

Special projects

  • Assist management with projects as needed.
  • Handle regular data entry projects and assist other internal teams with assigned projects as needed.
  • Assist with trade show projects as needed.
  • As time allows, review data and process flow in NetSuite and suggest improvements.
  • Conduct testing of system updates as assigned.
  • Represent the “voice of customer” on teams and in meetings/conversations, as necessary.

Requirements

  • High School Diploma or equivalent, some college preferred.
  • 2 years of experience working with customers/customer service.
  • Excellent oral and written communication skills to effectively communicate with employees, customers, partners, and vendors.
  • Ability to work independently and collaboratively.
  • Experienced with Microsoft Office, Skype/Zoom/WebEx, and customer relationship management software a plus (e.g. SalesForce, NetSuite, Microsoft CRM, or equivalent), as well as office equipment, i.e. headset.

IPC is an Equal Opportunity Employer offering a competitive salary and excellent employee benefits.  IPC as a virtual work environment, candidate will ideally be located near Miami, FL, Bannockburn, IL or Alpharetta, GA. 

MRA – The Management Association is conducting this search on behalf of IPC. Please send resume, & cover letter to e-mail: Lyssa.bernstein@mranet.orgPlease include resume & cover letter and subject line should say: CONTRACT CSR

Since 1957, IPC has been guiding the electronic interconnection industry through dramatic changes. IPC is the only trade association that brings together all of the players in this industry: designers, board manufacturers, assembly companies, suppliers, and original equipment manufacturers. More than 5,800 companies around the world depend on IPC programs and services to further their competitive excellence and financial success. As a member-driven organization and leading source for industry standards, training, market research and public policy advocacy, IPC supports programs to meet the needs of an estimated $2 trillion global electronics industry.