Customer Service Representative

Position Summary:

This position is responsible for delivering high-quality, non-technical support and service while ensuring efficient execution of day-to-day operations. The role focuses on problem-solving, collaboration, and consistent communication to meet customer and organizational needs. Key objectives include responding to customer inquiries, relaying opportunities to Sales, maintaining accuracy, improving processes, and contributing to team performance through proactive engagement and accountability.

Job Responsibilities, Skills, Knowledge and Abilities:

• Respond to customer inquiries via phone, email, chat, portals, EDI and other communication channels in a timely and professional manner. 

• Provide accurate information regarding products, services, orders, and policies to ensure a positive customer experience. 

• Resolve customer issues and complaints efficiently by identifying root causes and offering appropriate solutions. 

• Process orders, returns, exchanges, quotes and service requests with a high degree of accuracy. 

• Document all customer interactions and transactions in the appropriate systems. 

• Collaborate with internal teams (sales, quality, warehouse, technical support) to address customer needs and ensure resolution. 

• Follow established procedures, guidelines, and service standards to maintain consistency and compliance. 

• Proactively identify opportunities to forward to Sales for revenue generation.

• Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction.

• Maintain product knowledge and stay up to date on company offerings, systems, and tools.

• Ability to work independently, to think analytically, and to communicate effectively.

• Be capable of establishing priorities and balancing multiple tasks simultaneously.

• Be well organized, detail-oriented with excellent verbal and written communication skills.

• Proficient computer skills, including Microsoft office, SAP, and ServiceNow

• Ability to work overtime, as necessary.

• Additional duties as assigned.

Qualifications:

• High school diploma or equivalent
• 1-3 years in customer service or similar role

Supervisory Responsibility:

• This position has no supervisory responsibilities

About Black Box:

Black Box is a global leader in digital infrastructure solutions, delivering network and system integration, managed services, and technology products to Fortune 100 and top global enterprises. With a presence across the United States, Europe, India, Asia Pacific, the Middle East, and Latin America, Black Box serves businesses across financial services, technology, healthcare, retail, public services, and manufacturing.

Supported by a global team of around 3,600 professionals and strategic partnerships with leading technology providers, Black Box delivers end-to-end solutions in network integration, digital connectivity infrastructure, data center buildouts, modern workplace solutions, and cybersecurity. Its Technology Products portfolio enhances business operations with cutting-edge solutions in AV, IoT, KVM, Networking, Infrastructure, and Cables.

Black Box's recent achievements showcase phenomenal growth that aims to reach a $2 billion milestone in the next three years. 

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• Receive and respond to customer inquiries via various channels, including phone, chat, and email.
• Process orders through multiple platforms, ensuring accuracy and timely delivery.
• Generate quotes and follow up with customers to ensure satisfaction.
• Issue returns and credits, handling price and freight adjustments.
• Upsell and cross-sell products, promoting relevant solutions to callers.
• Assist with outbound call campaigns, contributing to lead generation.
• Maintain and update database information as required.
• Collaborate with team members to provide exceptional customer service.
• Follow defined processes with attention to detail, ensuring a consistent approach.
• Stay updated on industry products and solutions to provide accurate information.

• High School diploma or equivalent, with 1-3 years of experience in Customer Service or a related field.
• Strong customer service and communication skills, with a focus on building positive relationships.
• Ability to type at a minimum of 35 words per minute, ensuring efficient order processing.
• Familiarity with industry products and a willingness to learn and adapt.
• Solid problem-solving skills, able to provide creative solutions to customer issues.
• Excellent collaboration and teamwork abilities, working effectively with colleagues.
• Attention to detail, ensuring accurate order management and customer data.
• Proficiency in Microsoft Office and other relevant software.
• Ability to work independently and manage multiple tasks simultaneously.
• Positive attitude and a customer-centric approach to work.