The primary function of the Channel Support Representative (CSR) is to provide exceptional customer service to our Channel Partners, consisting of Branch Offices and Dealers. Therefore, the CSR must maintain a high level of professionalism and strong listening, written and problem solving skills to provide the best solution for each situation.
CSRs are responsible for answering incoming calls and accurately entering and maintaining Channel Partner orders in various business systems in a timely manner. Additional duties include coordinating order delivery with the factory and various other departments and processing Channel Partner invoices. CSRs also act as the liaison between vendors and Channel Partners which requires the ability to communicate effectively with a broad range of individuals.
This position requires a high level of attention to detail and the ability to quickly identify issues and the appropriate action needed. Strong analytical and research skills are needed, along with the ability to prioritize tasks, diffuse negative situations, and recognize when a situation needs to be escalated to the next appropriate level.
Provide superior customer service to our Channel Partners
Respond to Channel Partner inquiries and correspondence in a positive and professional manner via phone and email
Process sales and purchase orders for Channel Partners, ensuring accurate input into Dynamics and JD Edwards systems as applicable
Strong focus on ensuring all Channel Partner orders are addressed and processed in a timely manner
Communicate order confirmations, delivery schedules and delivery confirmations to Channel Partners
Create and process Channel Partner invoices
Utilize HelpDesk to track Channel Partner requests and resolutions
Assist in answering and directing incoming calls
Collaborate with the Amano Factory, Software/QA, and Assembly departments for order status, issue resolution and to ensure coordination of on-time delivery
Other duties may be added as needed
Excellent verbal and written communication skills
Professional phone etiquette
Positive attitude and willingness to be a team player
Strong working knowledge of Microsoft Office products
Time management and problem solving skills
Strong data entry skills
Experience with Dynamics and/or JD Edwards systems a plus