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POSITION TITLE:   Customer Service Specialist
DATE:   September 2012
JOB CLASSIFICATION:   Non-Exempt
REPORTS TO:   Customer Service Supervisor
LOCATION:   Bellevue, WA

PRIMARY FUNCTION

The Customer Service Specialist supports Icom product sales by receiving and processing order requests while demonstrating exceptional customer service. This position requires a reliable, team-oriented person with a ‘can-do’ attitude.

DUTIES AND RESPONSIBILITIES

  • Receive and process verbal, faxed and e-mailed dealer purchase orders. Complete related paperwork and follow up as needed to insure a smooth flow of product to our customers.

  • Work in a team environment, by meeting set productivity standards for phone calls and order entry.

  • Complete other assigned tasks including credit memo processing, pro-forma invoices, backorder release, blanket order processing, e-mail and voicemail requests from both dealers and internal Icom customers.

  • Provide customers with product information, availability, pricing, and current promotions. Ability to make suggestions, which result in improved order completeness and customer satisfaction.

  • Interface / 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 issues.

KNOWLEDGE, SKILLS AND ABILITIES

  • Previous customer service / sales experience in a high volume phone atmosphere a must. Experience in radio related industry, highly desirable. Position requires thorough knowledge of product lines and the ability to exceed customer expectations.

  • Requires accurate data entry with minimum typing speed of 40 wpm. Previous order entry experience, in a fast past, high volume atmosphere, highly desirable.

  • Excellent interpersonal skills, customer service and teamwork skills required.

  • Must be a self-starter with the ability to establish daily priorities. Must be organized to meet deadlines under pressure and handle multiple tasks.

  • College-level related courses in marketing, communication or related field helpful.

  • Fluency in Spanish strongly desired.

 

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