Customer Service Representative

We’re interested in you – your strengths, your career goals, and what you expect from a supportive work environment. We want you to work with us and love what you do.

Buford, GA

Global Industrial, a Systemax Company

<p><strong>Systemax Inc. (NYSE: SYX)</strong>&nbsp;is a leading retailer of brand name and private label products, including industrial, and material handling supplies.</p> <p>Our tiered marketing and distribution platform includes e-commerce websites, catalogs, social media, and direct sales representatives. The 1500+ people we employ are dedicated to serving our customers across the United States and Canada.</p> <h3><strong>Our Strategy</strong></h3> <p>We provide businesses with top quality, private label, brand name industrial equipment and supplies as well as critical facility services. We promote innovation and a collaborative spirit in all our dealings and we cultivate long term relationships for all constituencies.</p> <h3><strong>Our Customers</strong></h3> <p>Our clients include major corporations, small-to-medium sized businesses, value added resellers, government organizations, educational and financial institutions and individual consumers.</p>

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Overview: <br />For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.<br /> <br /> We carry over 1.7M industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions and government agencies as well as consumers.<br />
Responsibilities: <ul> <li> • Address inbound customer questions and concerns arriving via phone and email<br /> • Own the entire interaction with that customer and provide total resolution for their needs<br /> • Work with other Global Industrial associates, product managers, and partners to gather information, resolve customer needs, and improve processes<br /> • Investigate and resolve customer inquiries related to their orders or shipments<br /> • Update systems and document all interactions with customers, associates, and partners<br /> • Provide order status, check inventory, schedule returns, file shipping claims, notate accounts, troubleshoot problems, handle complaints, and assist with billing inquiries<br /> Duties & Requirements:<br /> • Efficiently and professionally communicate with customers and assist them with their needs<br /> • Strong phone contact handling and active listening skills<br /> • Excellent written communication and comprehension<br /> • Skilled at consistently providing outstanding customer service and following through on responsibilities or promises made to customers<br /> • Independent decision-making skills with the ability to handle and resolve complex issues<br /> • Conversational, patient and confident demeanor with a positive attitude<br /> • Ability to stay composed and objective with an angry customer, and de-escalate issues as needed<br /> • Motivated to create and perpetuate a team environment in the workplace and among other associates<br /> • Demonstrated ability to complete projects and assignments accurately in a fast-paced environment<br /> • Ability to use Windows based systems, digital soft phones, and familiarity with CRM systems and practices<br /> </li> </ul>
Requirements: <ul> <li>• 2+ years previous customer service experience in a phone / email contact center<br /> • High school diploma or GED<br /> • Experience in a performance-based or metric-driven environment</li> </ul>