Job Information
Sea Foam International, Inc. Customer Service Representative in Bismarck, North Dakota
Summary: Norsk Lithium seeks a dedicated and customer-focused Customer Service Representative to join our team. In this role, you will be the customers' primary point of contact, providing expert assistance with inquiries about our cutting-edge lithium battery products and services. You will ensure customer satisfaction through prompt, professional, and knowledgeable support while maintaining accurate records of interactions to contribute to continuous improvement efforts.
Duties and Responsibilities:
Customer Interaction and Support: Serve as the first point of contact for customers, assisting via phone, email, and chat. Answer product-related questions, offering tailored recommendations for applications such as marine and portable power needs. Educate customers on lithium battery technology, including charging practices, safety protocols, and maintenance tips. Guide customers through troubleshooting processes for technical issues.
Warranty Management: Assist with returns, exchanges, and warranty claims, following company policies and procedures. Track and manage customer orders via the website and provide updates on shipping status and product availability
Problem Resolution: Handle customer complaints and concerns with empathy and professionalism. Identify and escalate complex issues to appropriate departments, ensuring resolution promptly. Follow up with customers to confirm satisfactory resolution of their concerns.
Product Knowledge: Develop and maintain an in-depth understanding of Norsk Lithiums product lines, including their features, benefits, and technical specifications.
Stay updated on new product launches and industry trends to provide accurate and current information to customers. Participate in ongoing training to enhance product knowledge and customer service skills.
Administrative and Reporting Duties: Document all customer interactions, inquiries, and resolutions in the CRM system for accurate record-keeping and reporting. Generate reports on customer feedback, frequently asked questions, and recurring issues to assist with product and service improvements. Maintain up-to-date knowledge of company policies, promotions, and procedures.
Collaboration and Communication: Work closely with sales, technical support, and logistics teams to address customer needs effectively. Provide feedback to product development teams based on customer input and recurring questions. Assist in creating or updating customer-facing resources, such as FAQs, user guides, and troubleshooting materials.
Quality Assurance and Improvement: Continuously seek opportunities to enhance the customer experience by identifying pain points and suggesting process improvements. Participate in team meetings to share insights and collaborate on solutions to improve service delivery.
Attributes and Skills: Attributes: 1. Customer-Focused: A genuine desire to help customers and provide an exceptional experience. 2. Empathetic: Ability to understand and address customer concerns with patience and care. 3. Adaptable: Thrives in a fast-paced environment and can adjust to shifting priorities or customer needs. 4. Detail-Oriented: Ensures accuracy in order processing, record-keeping, and communication. 5. Proactive: Takes initiative to solve problems and improve customer satisfaction. 6. Team-Oriented: Works well with others across departments to achieve company goals. 7. Tech-Savvy: Comfortable learning and using new technology, including CRM systems and product-related software. 8. Resilient: Maintains a positive and professional demeanor, even under pressure or when dealing with challenging customers. Skills: 1. Communication Skills: o Excellent verbal and written communication for clear, professional interactions with customers. o Active listening to fully understand customer needs and concerns.
Technical Aptitude: o Ability to quickly learn and explain Norsk Lithiums products, including lithium battery specifications, applications, and troubleshooting. o Familiarity with technical terms related to battery technology or renewable energy is a plus.
Problem-Solving Skills: o Ability to identify issues, evaluate potential solutions, and implement effective resolutions. o Logical thinking to address technical or process-related challenges.
Organizational Skills: o Ability to manage multiple tasks simultaneously, such as responding to customer inquiries, processing orders, and tracking issues. o Strong time management to meet deadlines and prioritize customer needs.
CRM and Software Proficiency: o Experience using customer relationship management (CRM) tools to log interactions and manage customer accounts. o Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook) or similar applications.
Sales Acumen: o Ability to recommend products and upsell when appropriate, aligned with customer needs.
Knowledge of Customer Service Best Practices: o Familiarity with customer service principles, including conflict resolution and maintaining a positive brand image.
Industry Knowledge (Preferred): o Understanding of lithium battery technology, renewable energy, and/or the fishing industries is a strong advantage.
Candidates with these attributes and skills will be well-equipped to excel as a Customer Service Representative at Norsk Lithium, delivering top-notch support to customers and contributing to the company's success.