Supply Technician
Leader Communications Incorporated - Auburn, WA

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Provide supply/purchasing expertise in a call center/customer service center (CSC) environment. Answer CSC calls regarding multiple product lines and lines of business. Research information and provide guidance to CSC customers. Place orders. Document call activities in applicable systems. Write reports. Implement Customer and company policies and procedures. Conduct technical training as required. Work on-site or via telecommuting as required. Work alternate shift as required. Makes recommendations for improvement to the team lead. Obtain and maintain a U.S. Government Position of Public Trust.

Duties and Responsibilities

Provide quality customer service as the one-stop-shop for office-related and industrial supplies via telephone facsimile electronic mail and standard mail in a call center environment;

Answer customer supply inquiries provide order status maintain high customer loyalty;

Use federal catalogs GSA web sites the Internet in general and other sources to research office-related and industrial supply information;

Provide product information and brochures to customers;

Place office and industrial supply orders verify account information process payment information;

Follow-up on status of orders and customer satisfaction;

Document call activities/perform data entry for customer information customer sales and vendor information;

Make outgoing marketing calls to current and potential customers;

Forward/transfer customers to the appropriate office or individual for more detailed assistance;

Meets or exceeds weekly productivity performance metrics including keeping detailed documentation of availability status between calls;

Complies with established policy and procedures; works toward meeting or exceeding program goals and objectives and meets established timelines in call processing and documentation;

Write reports;

Adjust schedule to accommodate client’s staffing needs including a 4:30 AM shift as required;

Provide weekly status on activities and inputs to monthly reports;

Occasional Telecommute/TeleWork;

Support LCI Core values;

Other duties and projects as assigned;

Education and Experience

High School Diploma;

Bachelor Degree preferred;

Minimum of 3–5 years customer service/call center experience;

Minimum of 1–3 years experience working supply and/or logistics activities;

Telecommuting/TeleWorking experience preferred;

Skills and Certifications

Quality Customer Service efficient and courteous;

Knowledge of Call Center management systems;

Knowledge of Supply Chain Management;

Speak English with strong written and verbal communications skills;

Proficient with Microsoft Office tools including Excel Word PowerPoint;

Ability to multi-task;

Receive and place telephone calls using an automated call distribution system;

Data entry in online databases as well as local databases such as MS Access databases;

Ability to understand and accurately translate available units of issue to customer requirements quantities;

About this company
Leader Communications Incorporated (LCI) is an award-winning, IS0 9001:2008 Certified, ISO 20000 Certified, Capability Maturity Model...