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Customer Service Rep II - Denver, Colorado

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Kärcher is the world's leading provider of cleaning solutions with around 13,000 employees in 70 countries and an innovative product offer for commercial and domestic customers alike. Renowned for our innovation, over 90% of our products have been developed in the past 5 years. We owe this success to our employees, their skills, dedication, ideas and commitment. Constant investment in R&D, quality, marketing and design make us a well-known brand and a most attractive employer to develop your career with. Do you want to be part of our growth story?

Customer Service Representative II - Aurora, Colorado

 

Summary:

 

The right person will be a problem solver that loves to work in a fast-paced environment with a focus on providing excellent customer service. This person will serve as the customer’s primary point of contact to the company and is responsible for addressing customer needs from start to finish ensuring the needs of the customer are met with efficiency and a high degree of quality and accuracy.

 

Responsibilities:

 

  • Maintain a high level of professionalism and work to establish a positive rapport with every caller
  • Answer incoming customer calls and emails regarding placing orders, order status, pricing information, tracking information, order change notifications, order cancellations and/or returns, order problems, questions and general customer concerns
  • Make decisions and take action within defined parameters to resolve customer issues as effectively and efficiently as possible
  • Perform order management functions within company ERP System (SAP)
  • Provide information and updates in customer portals as required for specific accounts
  • Assist distribution partners with use of eCommerce and portal functions
  • Track sales orders through shipping and invoicing to ensure on time delivery where possible
  • Update customer information in OneView, the company’s Customer Relationship Management system, during and after each call as required per procedure
  • Work collaboratively with other Customer Service Team Members to maintain phone coverage and support as necessary for a high-performing customer service team
  • Impact the company’s bottom line by problem solving and turning frustrated customers into repeat customers
  • Stay up to date on company product and policy information as required
  • Other job duties as assigned

 

 

 

Core Competencies:

 

  • Problem solving
  • Communication, written and verbal
  • Attention to Detail
  • Time Management/Prioritization
  • Stress Management

 

Desired Values:

 

  • Proactive
  • Solution-Oriented
  • Responsible
  • Persistent
  • Committed to Excellence

 

Experience & Qualifications:         

 

  • 2-5 years’ experience in Customer Service
  • Ability to remain professional and courteous with customers at all times
  • Ability to anticipate and proactively meet customer needs based on initial inquiries and/or limited information
  • Excellent verbal and written communication skills
  • Strong reasoning and problem solving skills
  • Proficient in MS Office, including Word, Excel and Outlook as well as the internet and other computer programs
  • SAP experience preferred
  • Must be 18 years of age or older

 

Additional Requirements:

 

  • Valid State Driver’s License and reliable transportation
  • Must pass state background check and drug screening

 

Physical Requirements/Work Environment:

 

  • Usual office environment involves frequent sitting, walking, and standing, and occasionally climbing, stooping, kneeling, crouching, and balancing
  • Occasionally lifts up to 30 pounds or carries, and balances while working in the office environment
  • Frequent use of eye, hand, and finger coordination
  • Verbal and auditory capacity, with or without assistance, enabling interpersonal communication as well as communication through automated devices such as the telephone.
  • Visual capacity could include one or more of the following: depth perception, color vision, and peripheral vision enabling operation of machinery
  • Ability to move from department to department within office building to interact with others