Customer Support Representative

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair

Customer Support Representative - NA

Job Summary:

Responds to customer inquiries, expedites critical orders, communicates dispositions, resolves issues, and researches orders

Principal Responsibilities:

• May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit issues, and/or other support to sales team members and/or external customers (including order expediting, stock inquiries, reporting, and stock rotation)
  
• May identify, investigate, and engage in opportunities to improve processes and procedures, including key performance metrics
  
• Ensures that positive customer relations are maintained, and customer claims and complaints are resolved fairly, effectively, and in accordance with consumer laws
  
• Maintains and updates electronic and/or hard copy records as needed
  
• Other duties as assigned
  

Job Level Specifications:

• Acquires and applies a working knowledge of the organization, job, practices, and procedures to be proficient in all aspects of the role
  
• Performs semi-routine functions and recognizes the need for occasional alternative solutions
  
• Work is conducted independently, with minimal supervision
  Can establish priorities and manage time to complete tasks
• Collaboration with other departments or teams may be necessary to perform the role
  Frequently responds to requests from others, both internally and externally
• Decisions may impact the department, and errors may result in the loss of time, resources, and/or customer satisfaction
  

Work Experience:

• Must have North American calling experience
  
• Must have worked only during US shift timings
  
• Should possess eCommerce (Order to Cash) knowledge
  

Education and Certification(s):

• High School Diploma or equivalent

Distinguishing Characteristics:

• Must have a computer, email, phone, communication, and problem-solving skills
  
• Must be able to multitask and work in a fast-paced environment
  
• May require fluency in multiple languages
  

The above statements are intended to describe the general nature and level of work being performed
They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills