Job Title:Customer Support Representative
The Customer Support Representative will support processing orders, answering incoming calls, e-mails, and chats, and will help develop brand identity with new and existing customers. This individual will also assess customers' needs to achieve a high level of satisfaction. As the front-line contact between the company and the in all areas pertaining to customer service, the representative will examine, analyze, and document relevant details to assure accurate data entry and will require knowledge of customer service policies, processes, and related systems to meet and exceed customer expectations.
Key Responsibilities:
Process Customer orders
Manage Packing Slip process for warehouse picking and distribution.
Support of Sales in relation to various sales and marketing activities
Answering customer inquiries: Responding to phone calls, emails, OEM portals or social media messages from customers with questions, complaints, or requests for assistance.
Problem-solving: Identifying customer needs and effectively resolving customer challenges or issues by providing accurate information, advice, or corrections.
Product and service information: Providing information about the company's products or services, including features, prices, availability, and policies.
Reporting: Documenting customer inquiries, issues, and resolutions in the company's systems or reports for internal use and follow-up.
Reporting Structure
This position will report to the Operations Manager.
This position does not have any supervisory responsibilities.
QUALIFICATIONS AND REQUIREMENTS
Education and Experience
High school degree required. Bachelor's degree in related field is preferred.
3+ years of experience in customer service / support or related field is required. Prior experience in automotive or related industries is preferred.
Skills
Solid experience with Microsoft Office
Experience with Order Freight Management
Provides exceptional support to Sales Team
Travel
Travel is not required for this position
COMPETENCIES
Strong sense of urgency with prompt responses to customer inquiries across multiple channels.
Efficient in day to day tasks such as order management
Proactive problem solving skills with the ultimate goal of finding a win-win solution
Detail oriented allowing you to deliver accurate product and service information and detailed documentation of customer interactions and resolutions
This job description is not exhaustive and may be subject to modifications or additional tasks as required by the business needs. The employee is expected to undertake other duties and responsibilities as assigned.
About Mountain Top
Mountain Top is an industry leading supplier of retractable tonneau covers and other truck bed accessories and a proud part of the RealTruck family. RealTruck is a premier manufacturer and digital destination of accessories for truck, Jeep, Bronco and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, Real Truck's 5,000+ associates operate from 72 facilities across four continents. RealTruck's industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 850 patents and pending applications. The company's omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.
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