Inside Support Group 1 - Inside Support Associate

PURPOSE

The purpose of this position is to provide “single point of contact” world class support to customers, sales personnel, and internal operations in line with corporate objectives. This position requires answering basic customer inquiries. A successful candidate must demonstrate a high level of professionalism including respect for colleagues, effective communication, and a collaborative attitude.

ESSENTIAL DUTIES

• Work in a Contact Center environment communicating with customers via telephone and email while utilizing a ticket-based

• system assisting with order processing/maintenance and product support.

• Regular use of technology such as email, phone, and fax
• Execute Order support tasks to include, but not limited to the following:

• Complete order entry and maintenance.
• Create and maintain customer Ship To records.
• Create and maintain Customer Part Number Cross Reference.
• Quote maintenance and SPR (Special Price Requests).
• Respond to order inquiries.
• Create and provide Open Order Reports.
• Register new users in SMC customer portal.

• Execute Product support tasks to include, but not limited to the following:

• Provide Price and Availability information.
• Assist with product selection, repair kits, and accessories using catalog information.
• Provide Catalogs, Drawings, Specification Sheets, and Operation and Maintenance Manuals.
• Submit Part Validation inquiries.
• Escalate technical inquiries within the department as necessary for additional support.

• This position may also execute basic reception duties to include, but not limited to the following:

• Greet and welcome employees and visitors in-person.
• Verify authorization and register visitors, including vendors and deliveries.
• Receive, sort, and distribute daily mail and deliveries.

• Provide assistance to expedite and coordinate with other departments or subsidiaries to improve customer satisfaction.
• Interpret internal and external customer requirements to meet desired outputs.
• Complete required training activities to improve technical and/or process knowledge.
• Complete assigned tasks using predefined departmental processes.
• Complete additional assigned tasks as prescribed by supervisor / management.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Capacity to work indoors in an office, warehouse, and/or manufacturing environment.
• Ability to work in a stationary position for prolonged periods of time working on a computer.
• Capability to lift objects or equipment weighing up to 25 pounds with or without reasonable accommodation.

MINIMUM REQUIREMENTS

• High-School diploma, or equivalent experience as determined by management utilizing internal SMC career development

• criteria.
• Previous experience (preferred) in Call Center, Order Processing Center, Sales, or Customer Service.
• Fluent to demonstrate respect and professionalism in an office environment.
• Novice level to interpret customer requirements to meet desired output.
• Competent in navigating corporate system software to meet the desired output for internal and external customers.
• Novice at efficient use of time to effectively plan and execute multiple duties.
• Competent ability to communicate utilizing corporate office software.
• Competent ability to take verbal and/or written direction on tasks, training, or departmental / company policies.
• Competent ability to communicate, in English, with internal and external customers tactfully and professionally.
• 0+ years (preferred) relevant work experience.
•  

Compensation & Benefits

• The expected pay range for this position is $20.17 - $29.11 annually. Actual compensation will be determined based on experience, skills, qualifications, geographic location, and other job-related factors.
• SMC offers a comprehensive benefits package for eligible employees, including medical, dental, and vision insurance; 401(k) retirement savings; paid time off and paid holidays; life and disability insurance; and other employee benefits and programs.

For Internal Use Only: Inside001