Customer Service - Order Desk

Job Details

Corporate Headquarters - KIRKLAND, WA

Full Time

High School

$24.00 - $30.00 Hourly

Negligible

Day

Description

EXPECTATIONS:

The Customer Service Representative (Domestic) is expected to demonstrate proficiency, if not expertise and understanding, in the following areas:

Conference Platforms: Vonage, TEAMS, WEBEX, or other conference platforms

Icom Operations and Procedures handbook (including all desk procedures)

JD Edwards E1 software, B2B Website, Microsoft Outlook tools

Grow in their understanding of the company products and foster a good working relationship between Icom America staff, customers, and partners.

Interface and communicate with other departments and individuals on a frequent basis to ensure a smooth order flow as well as timely and complete solutions to customer service requests.

Time management and punctuality in attendance.

Ability to work with minimal supervision after initial training has been completed.

Ability to make suggestions, which result in improved order completeness and customer satisfaction.

Qualifications

DUTIES AND RESPONSIBILITIES:

Receive and process customer quotes and purchase order requests via phone, fax, or e-mail

Processing of quotes and orders for Domestic dealers and customers

Processing of backorder releases and blanket orders

Work with and process various state contract orders

Provide customers with product information, availability, and pricing

Inbound and outbound calling via Vonage phone system

Complete related paperwork and follow up as needed to ensure a smooth delivery of products

Process order requests for customers that require specific steps and protocols to be followed

Processing of credit card payments

Processing of credit invoices (i.e., billing errors, freight reimbursements, rebates, and coupons)

Create training videos to be accessed and viewed by other department members

Work closely with inter-office admin for export and federal government customers

Other tasks include: answering incoming calls, sorting and distributing mail, filing as required, and duties as assigned

Opportunities are available to cross-train within the Customer Service Department to achieve higher levels of expertise and experience.

REQUIREMENTS:

Must be able to work independently with minimal supervision and demonstrate good decision- making and sound judgment.

Ability to prioritize fluctuating workload, execute tasks through completion, and adapt to changing priorities.

Excellent interpersonal, oral, and written communication skills. Receive and diffuse customer issues while maintaining a positive attitude.

Superior organizational skills; demonstrate attention to detail, initiative, and follow-through are required.

Computer skills - knowledge of MS Word, Excel, Access, and Outlook.

Overtime may be necessary during end-of-month closing periods or to complete large projects.

BENEFITS

401(k) & 401(k) matching

Flexible spending account

Health insurance (Medical, Dental, Vision, FSA)

Life insurance

Paid Holidays – 11 (including 1 floating)

Flexible Days – 3 days/calendar year

Vacation – 12 annually

Quarterly Productivity and Profit-Sharing Bonuses

Founded in 1979, Icom America is part of the Icom Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including cash bonus, medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran