Customer Experience, Supplies Support Agent
Posted 27 days ago
You'll complete your application on Sourcefit's career site.
About the Role
This role within the operations group is essential for delivering expert support and streamlined service coordination. You will serve as a main interface for clients, managing the full lifecycle of service requests and handling inbound queries. Your work involves advising on supply needs, routing technical service calls, and ensuring all client interactions are handled with precision and tact. By utilizing clear communication and proactive management, you will maintain high standards of service while working across various internal departments and operational software systems. Your contributions will help the business meet service level agreements through the management of supply orders and service queues. You will be tasked with logging communications, resolving problems, and keeping precise account documentation within helpdesk and CRM software. Collaborating with sales teams, logistics providers, and field technicians is central to resolving customer matters. Furthermore, you will engage in projects to improve processes and assist with operational tasks in a fast-paced environment.
Requirements
- You need at least a high school diploma, while a bachelor's or associate degree is viewed as a plus.
- You must have at least three years of work experience in service coordination, customer support, or call center environments.
- You are required to be proficient in Microsoft Office Suite.
- You must have previous experience with order management, helpdesk, and CRM software.
- It is preferred that you possess knowledge of IT support, managed print services, or office hardware operations.
- You must be capable of working across several software applications at the same time.
- You need strong attention to detail, excellent problem-solving abilities, and the capacity to handle multiple tasks in a rapid environment.
- You must exhibit effective communication skills when dealing with various stakeholders.
- You need to demonstrate adaptability, including the ability to work hours across different U.S. time zones.
Responsibilities
- You will handle incoming telephone calls quickly and determine the appropriate steps for resolving customer issues.
- You will generate and assign service requests for equipment or hardware repairs, including recording relevant diagnostic details for technicians.
- You will manage supply requisitions and oversee ticket queues to uphold internal quality benchmarks and keep service flowing.
- You will update case details, track open tickets, and forward difficult situations to the proper internal departments.
- You will keep records in operational software and CRM tools up to date.
- You will attend recurring training regarding company systems and hardware.
- You will support leadership by assisting with pilot programs or specialized operational projects.
Benefits & Perks
- This is a full-time position with the possibility of working extra hours when the business requires increased operational capacity.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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