Webgility

    This is an opportunity to join Webgility. Webgility is flexible, powerful ecommerce automation software that connects your ecommerce channels to QuickBooks Online or QuickBooks Desktop — no IT or coding necessary. Webgility makes it easy to adopt new sales channels and strategies, so you find new customers and sell more.

    We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. The ideal candidate will possess excellent communication skills and a passion for providing exceptional client services. This role involves assisting customers with inquiries, resolving issues, and ensuring a positive experience with our products and services. Multilingual abilities, particularly in Spanish and English, are highly valued as we strive to serve a diverse clientele. This position reports directly to Operations Manager and is part of a team of experienced industry professionals in warehousing, inventory and repair.

    Duties

    • Resolving purchase order, contract, invoice, or payment discrepancies and documentation.
    • Responsible for working hand in hand with field service techs for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
    • At times, act as the single-point-of-contact to customers, parts distribution centers and/or field techs to process and fulfil customer repair orders; providing accurate documentation and continual communication to customer throughout the process.
    • Reporting to Operations Manager, take ownership of and resolve customer inquiries through research, a detailed understanding of Marathon’s processes and practices; provide timely and informative responses.
    • Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
    • Maintain accurate records of all internal and external interactions in the appropriate database/system.
    • Knowledge of Quality Management Systems and ERP Software platforms required
    • Capable of cross training in the areas of invoicing cycles, limited material control, and general office practices. Prepare and distribute standard and customized internal and customer reports.
    • Understand Customer Order Management policies, procedures, and metrics.
    • Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
    • Take inbound phone calls as needed. Contact the customer to clarify any technical data having to do with a requested part, model, or terminology. Research and quote parts to key customers.
    • Respond promptly to customer inquiries via phone, email, or chat.
    • Provide accurate information regarding products, services, and policies.
    • Analyze customer feedback and data to improve service delivery.
    • Maintain detailed records of customer interactions through data entry.
    • Collaborate with team members to enhance the overall customer experience.
    • Identify opportunities for upselling or cross-selling products based on customer needs.

    Requirements

    • Proven experience in a customer service role is preferred.
    • Strong verbal and written communication skills.
    • Proficiency in computer systems and software applications relevant to customer service operations.
    • Ability to analyze information effectively and provide solutions.
    • Excellent organizational skills with attention to detail.
    • A positive attitude and the ability to work well under pressure in a fast-paced environment.
    • Bilingual or multilingual skills (Spanish and English) are a significant advantage.

    Join us in delivering outstanding service that makes a difference!

    Job Type: Full-time, Part-time

    Pay: $24.90 - $29.90 per hour

    Expected hours: 40 per week

    Benefits:

    • 401(k)
    • 401(k) matching
    • Dental insurance
    • Flexible schedule
    • Health insurance
    • Paid time off
    • Vision insurance

    Shift:

    • 8 hour shift

    Education:

    • High school or equivalent (Required)

    Experience:

    • customer service: 1 year (Required)
    • ERP Software: 1 year (Required)

    Work Location: Remote

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