Customer Service Representative (Hybrid)

Job Description
Our customer service team has an exciting opportunity to work as an integral part of the department by providing outstanding customer service to our internal and external customers in accordance with Company practice and procedures.
This is a hybrid opportunity that will require 1x weekly reporting to either our Philadelphia or Boca Raton office location.
What you'll be doing:
Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI’s and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate.
Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
Managing day-to-day business processes, liaising with other departments where appropriate.
Suggesting amendments to Standard Operating Procedures (SOP).
Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
Providing support to team members.
Active participation in meetings, expressing your viewpoint but also recognizing and listening to others.
Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
Using Salesforce to manage customer contacts and workflow in line with the SOP.
Using SAP/Salesforce to manage orders/invoicing.
You achieve personal objectives and, work to agreed KPI’s and targets including quality assurance.
In addition to the above this role will be expected to help on projects and workload as determined by business needs and the Manager.