Customer Support Representative

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Customer Support Representative - NA

Job Summary

Responds to customer inquiries, expedites critical orders, communicates dispositions, resolves issues, and researches orders.

Principal Responsibilities

• May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit issues, and/or other support to sales team members and/or external customers (including order expediting, stock inquiries, reporting, and stock rotation).
• May identify, investigate, and engage in opportunities to improve processes and procedures, including key performance metrics.
• Ensures that positive customer relations are maintained, and customer claims and complaints are resolved fairly, effectively, and in accordance with consumer laws.
• Maintains and updates electronic and/or hard copy records as needed.
• Other duties as assigned.
  
  

• Acquires and applies a working knowledge of the organization, job, practices, and procedures to be proficient in all aspects of the role.
• Performs semi-routine functions and recognizes the need for occasional alternative solutions.
• Work is conducted independently, with minimal supervision. Can establish priorities and manage time to complete tasks.
• Collaboration with other departments or teams may be necessary to perform the role. Frequently responds to requests from others, both internally and externally.
• Decisions may impact the department, and errors may result in the loss of time, resources, and/or customer satisfaction.
  
  

• Must have North American calling experience.
• Must have worked only during US shift timings.
• Should possess eCommerce (Order to Cash) knowledge.
  
  

• High School Diploma or equivalent
  
  

• Must have a computer, email, phone, communication, and problem-solving skills.
• Must be extensively experiences in North America Support and Shift.
• Should be fluent in English language.