You will be an IMPACT player on our team!

We are looking for an energetic, passionate and driven person who has a desire to be part of a growing and fast-moving company. You will be an ambassador of Crown Verity; an educator, who loves making customers happy by building relationships.  You are not afraid to come up with and share new and innovative ways to make our customers successful and your strong attention to detail and metrics will execute your ideas effectively.

About the position:

The Customer Support Representative is responsible for managing the transactional day-to-day customer activities. These activities include, but are not limited to, order processing, return processing, providing timely responses to customers, and working closely with internal teams to help resolve issues quickly and effectively.

The candidate for this position is customer obsessed and a team player! You see the best in others and bring your skills to the table with enthusiasm and a genuine need to make the customer happy and the team better. You are tenacious and you make work fun for those working around you.

Responsibilities and Essential Functions

• Manage inbound calls, phone queues and emails professionally and promptly
• Enter customer orders with accuracy and attention to detail
• Work with dealers and customers to address and process returns
• Proactively manage existing orders and communicate updates to customers.
• Provide prompt and accurate responses to questions, including but not limited to, freight estimates requests, lead times, inventory inquiries and order tracking details.
• Support other team members and departments to handle daily operations
• Prioritize and manage high volume of requests from customers and internal teams
• Manage customer portals, including EDI transactions and inventory/lead time updates
• Ensure a high level of accuracy during all data entry and communicating of information; both with customers and internally.
• Build and maintain collaborative relationships with peers across the business
• Assume other duties as assigned

Requirements / Keys to Success

• Excellent interpersonal, verbal, and written communication skills
• Strong digital literacy and experience working with CRM/ERP systems and other relevant software (ie, Office 365)
• Ability to manage and prioritize multiple tasks across different communication channels
• A team player who is comfortable working cross-functionally with sales, supply chain, and leadership
• Ability to thrive in a fast-paced environment
• Be accountable to our key metrics and on-going team goals
• Strong time management and organizational skills.
• Be ready to learn and grow. You are a person who is engaged and present but also looks to the future
• Learn and maintain product expertise, leading to customer confidence and brand loyalty
• Positive attitude with a commitment to providing an exceptional customer experience.

Attention to Detail:

In all parts of this role, a high attention to detail is necessary. With constant customer communication, we need someone who takes pride in the details and can listen to the customer. Our customers depend on the support and information they receive on our products and solutions, if incorrect, they fail, and we lose. The “details” create the win-wins!

Communication Skills:

We need someone who's people centric and comfortable to pick up the phone, email with customers, and chat face to face. A successful balance comes from someone who can execute an efficient but detailed approach to communication. It’s not always sunny and rainbows, so we need someone who can respond quickly, intelligently and when the answer is not always fun.

***Bonus points if you can do so in French and/or Spanish!

Time Management and Prioritizing:

We do a lot of juggling and priorities change depending on the time of year we are in. We need someone who is comfortable working with tight deadlines and whose time management experience can deal with multiple priorities, including the collaboration with fellow departments and teammates.

Autonomy and Self-motivation:

Sometimes there will be little to no instruction, just an end goal. You put the customer first and focus on sales goals to be successful. We need someone who thrives in this environment and does not need handholding to get the job done.

Flexibility and Balance:

There's a lot to get done, it's not a traditional 9-5 job. We are a “work hard, play hard” organization, one that expects nothing to be left outstanding. We want someone who has an ingrained sense of accountability and ownership that drives them to ensure all work is complete…but knows how to balance their homelife and never misses their favorite hobby or child’s soccer game.

Problem Solving:

There’s always something that could go wrong, but you are a solver. You look to find the people that will help. You don’t get lost down a “rabbit hole”. You are good at raising your hand and asking for help, but you also have the skills to know when to solve and when to collaborate.

Small Company – Big Impact:

You thrive in a small company atmosphere, are driven by making an impact and being a part of a transformation process. You know that each person has an important role in the success of our business. You are ok to roll up your sleeves if you need to and can also put your head down to make the magic happen.

A Customer Obsessed approach:

In every partnership, both internally and externally, you approach it with a high level of customer passion. You are not satisfied until you have exceeded your customer’s expectations. You value your fellow team members for their skills they bring to the table and enhance the team with your own.

Driven to Grow:

Both personally and professionally, you are not afraid of change and have a need to continue your growth. This transcends into a passion to see our organization grow with you. You take challenges as opportunities and you are a forward moving person. You know together we are better.