Now Hiring - Icom America, Incorporated - Customer Service - Order Desk in Kirkland, WA

Full description of the position

TITLE: Customer Service Representative / Order Desk (Domestic) CLASSIFICATION: Full-Time, Non-Exempt REPORTS TO: Customer Service Manager LOCATION: Kirkland, WA Overview of Position The ideal candidate will work with staff from all departments to ensure that the best practices are followed and customers are supported efficiently. The Customer Service Department Representative will support Icom product sales by receiving and processing order requests while demonstrating exceptional customer service. The Customer Service Department Representative will regularly interact with customers to ensure a positive experience. This position requires a reliable, organized, team-oriented person with a 'can-do' attitude. JOB REQUIREMENTS: * The Customer Service Representative (Domestic) is expected to demonstrate proficiency, if not expertise and understanding, in the following areas: * Conference Platforms: Vonage, TEAMS, WEBEX, or other conference platforms * Icom Operations and Procedures handbook (including all desk procedures) * JD Edwards E1 software, B2B Website, Microsoft Outlook tools * Grow in their understanding of the company's products and foster a good working relationship between Icom America staff, customers, and partners. * Interface and communicate with other departments and individuals frequently to ensure a smooth order flow as well as timely and complete solutions to customer service requests. * Time management and punctuality in attendance. * Ability to work with minimal supervision after initial training has been completed. * Ability to make suggestions, which result in improved order completeness and customer satisfaction. DUTIES AND RESPONSIBILITIES: * Receive and process customer quotes and purchase order requests via phone, fax, or e-mail * Processing of quotes and orders for Domestic dealers and customers * Processing of backorder releases and blanket orders * Work with and process various state contract orders * Provide customers with product information, availability, and pricing * Inbound and outbound calling via the Vonage phone system * Complete related paperwork and follow up as needed to ensure a smooth delivery of products * Process order requests for customers that require specific steps and protocols to be followed * Processing of credit card payments * Processing of credit invoices (i.e., billing errors, freight reimbursements, rebates, and coupons) * Create training videos to be accessed and viewed by other department members * Work closely with the inter-office admin for export and federal government customers Founded in 1979, Icom America is part of the Icom Corporation, a worldwide leader in two-way radio equipment for land, marine, aviation, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including cash bonus, medical, dental, vision, life and disability insurance, a matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer. Employees and job applicants are protected from discrimination based on race, color, religion, sex, parental status, national origin, age, disability, genetic information, political affiliation, military service, or other non-merit-based factors.