Scantron - Eagan, MN

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Position Summary The Customer Service Specialist position requires a highly trained & skilled member of Scantron's Customer Service Call Center to be is responsible for fielding customer inquiries, outbound calling, up selling, order entry and call routing. Also responsible for providing information for Scantron solutions, including all product lines, transfer calls to appropriate Scantron departments / employees, and handle Customer Satisfaction issues including billing corrections and returns. This position is fast paced and requires a strong customer service background. Key Duties / Responsibilities - Essential duties are identified by asterisks. Assist Scantron customers with inquiries regarding Scantron solutions, which may include product recommendation, troubleshooting, problem solving and follow-up. Order entry through a combination of inbound & outbound sales calls, e-commerce, mail and fax. Respond to order inquiry, supply tracking & delivery information, and hard copy problem orders via phone and email requests Record and update Scantron customer contact information into contact management software. Enter customer comments with proper codes and arrange for any appropriate callbacks. Prepare price quotes (RFP and Bids) Qualify potential customers for Scantron's Loan Marketing Program. Develop and submit contracts for contractual customers and track Assist Accounting with research on past due invoices for collection purposes, submit billing corrections and return requests. Support and train customers on the technical use of the Test Scoring Machine. Troubleshoot e-commerce technical order issues. Attend department meetings, quarterly meetings, and seminars, training and sales meetings as directed by Scantron Management, Including the annual International Sales Meeting. Possible travel and overnight stay required. Inform Scantron management of all competitive activity, new competitive products and sales lost to competition. Account and Territory management- help team meet monthly and quarterly Sales Goals.
      Education & Knowledge Required

      Two years Call-Center / Customer Service experience required.

      Computer experience in windows environment required, including order/data-entry experience.

      Experience / Skills / Abilities Required

      Detail oriented and the ability to learn, retain, and apply considerable amounts of information.

      Exceptional communication skills: written and verbal. Must have ability to think quickly in a fast-paced environment.

      PC/Internet skills required. Data entry in AS400, Oracle & Lotus Notes experience preferred. Ability to use typical keyboard functions and type 60 words per minute with no more than 1-% error rate.

      Intermediate Microsoft Word and Excel skills preferred

      Capable of making "on the spot" decisions; i.e., authorization of product return (within corporate guidelines).

      Ability to read and interpret documents such as software manuals, operating instructions, procedure manuals, sales slicks, and price lists. Ability to read and write reports and correspondence. Ability to present information effectively over the phone and in person in one on one and small group situations to customers and Scantron employees.

      Excellent math skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate and percent, margins and discounts. Proficiency at using 10-key pad.

      Excellent organizational and time management skills. Ability to be flexible, juggle priorities, reverse direction and modify plans as requirements change. Ability to multi-task.

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