MSA Safety

Customer Service Associate

US-PA-Cranberry Twp
8 months ago
Requisition ID
2016-1321
# of Openings
8
Category
Customer Service

Overview

MSA's award winning customer service center is looking for a positive and energetic associate willing to work in a fast paced, ever changing work environment. The ability to multi-task and always placing the customer first in every situation is a must . We expect our customer service associates to deliver a "customer experience like no other" and provide support to our sales channel partners, field sales associates as well as end-user customers. Associates will be responsible for assisting our customer base via phone, email and chat in areas of order entry, product support and recommendations, service notifications, return material authorizations, track and provide proof of delivery and quotations. If you have this skill set and want to work in our environment, apply today!

Responsibilities

  • Entry transactions and processes including but are not limited to:
    • SAP Standard Order Entry
    • Esker Order Processing
    • EDI Order Processing
    • Ecommerce Order Processing
    • Incomplete Order management
  • Answer inbound and initiate outbound calls to customers to clarify order requirements when necessary.
  • Acquire knowledge of all major product groups to properly service customer calls. Process transactions in all areas of the SAP order management system.
    • Perform various related functions in SAP and CRM like Order Status/Document Flow, check orders for incomplete and credit status, Order Expedite, Setting up New Accounts.
    • Efficiently and effectively resolve customer issues or inquiries using systems like CRM.
    • Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries.
    • Utilize Lotus Notes e-mail, Issue Management, Knowledge Database system (iCLIC/PID).
    • Utilize DMS (drawing package) and MSA website and related resources.
    • Investigate and resolve calls for Entry Level position before appropriately escalating to the next level.
  • Perform all of the above functions while on-line with a customer, and navigate expertly between multiple sessions on computer.
  • Listen carefully to customers and to seek to understand customer needs.
  • With supervision, prioritize own tasks in order to complete them in a timely and accurate manner.

Qualifications

Special knowledge, skills and abilities required:

  • Strong verbal and written communication skills to clearly and accurately convey basic information. Ability to communicate and verbalize complex information effectively to MSA Sales Channel partners and customers.
  • Excellent computer skills using Microsoft Word and Excel.
  • Proven ability to handle multiple tasks in high-volume, fast-paced work environment.
  • Proven ability to approach change or new situations with a positive attitude.

Preferred:

  • Experience with Lotus Notes, CRM, SAP.
  • Experience with order management systems.

Education and experience required:

  • High school diploma or equivalent. 

Preferred:

  • Associates degree.
  • 1 – 2 years of experience in Customer Service and its related tasks.
  • SAP Order Management experience.

 

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