Customer Partner

Be part of our future! This job posting builds our talent pool for potential future openings. We'll compare your skills and experience against both current and future needs. If there's a match, we'll contact you directly. No guarantee of immediate placement, and we only consider applications from US/Canada residents during the application process.

Summary/Objective 
 

The Customer Partner 2 ensures the highest level of customer satisfaction by efficiently assisting customers with orders, inquiries, sales suggestions and problem-solving in a friendly and knowledgeable manner. The CP2 has knowledge of Stock, Custom, OCV, Ventis and Napolean product, is able to handle Warranty claims, and appropriately offers alternative products or drop-shipping.

Essential Functions 

1. Manage high volume of incoming calls
2. Stays updated on product knowledge
3. Generate sales leads 
4. Answer incoming customer calls regarding Stock and Custom products, general product problems, service questions, and general client concerns 
5. Identify and assess customers’ needs to achieve satisfaction
6. Build sustainable relationships and trust with customer accounts through open and interactive communication
7. Provide accurate, valid, and complete information by using the right methods/tools
8. Uses product knowledge to offer customer alternatives
9. Meet personal/customer service teams’ sales targets and call handling quotas
10. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keep records of customer interactions, process customer accounts, and file documents
11. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
12. Update customer information in the customer service database during and after each call
13. Work with the management team to stay updated on product knowledge and be informed of any changes in company policies 
14. Impact the company’s bottom line by problem-solving and turning frustrated clients into repeat customers
15. Follow communication procedures, guidelines, and policies 

This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.

Competencies

• Humility: Having or showing a modest or low estimate of one’s own importance; putting the needs of another person before your own and thinking of others before yourself
• Results Orientation (Get It Done): Having a work ethic and a way of overcoming challenges and getting things done without making excuses; delivering on results and does what he/she says they will do
• Customer Focus: Meeting the expectations and requirements of internal and external customers to achieve positive outcomes
• Technical Expertise: has knowledge of Stock, Custom, OCV, Ventis and Napolean product, iWarranty claims, and drop-shipping guidelines and process; proficient in Acumatica, Max Agent, Ring Central, Big Commerce, Veracore, TLI, Promise Date spreadsheet, Shipviewer, Configurator "Copperfield.Biz", Amazon; strong Microsoft Office Suite Skills. Successfully completes ongoing product, system and process training and certification as assigned.
• Communication: Listening effectively, transmitting information accurately and understandably, and actively seeking feedback non-defensively
• Professionalism: Dealing directly and forthrightly with people and problems, persisting to get the job done, and managing personal responses and stress
• Dependability/Reliability: Following through on commitments, producing timely work to required – or higher - standards, and pitching in to get the job done.
• Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

Work Environment and Physical Demands
 The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical demands: The work is mostly sedentary with periods of light physical activity. Typical positions require workers to walk or stand for short periods; lift and carry up to 30 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak clearly, and to see and hear clearly. 

Work environment: Primary works is performed indoors in a remote office setting. The noise level in the work environment is usually low to moderate. Work is subject to frequent interruptions.

Work Location

This position is remote. 

Position Type/Expected Hours of Work
 This is a full-time position with a schedule of Monday- Friday, 9:30 am – 6:00 pm, CST (10:30 am – 7:00 pm EST).

Travel
 Minimal travel for occasional training is expected.

Required Education and Experience

• Minimum of high school education or GED
• Three+ years’ Customer Service experience including one + year in a call center required; strong phone contact handling and active listening skills
• Excellent verbal and written communication skills
• Prior experience with a manufacturing company preferred
• Prior experience in business-to-business (B2B) customer service preferred
• Ability to multi-task, prioritize, and manage time effectively
• NFI or CSIA Certification preferred

AAP/EEO Statement 

Olympia Chimney Supply Holdings LLC, inclusive of its subsidiaries, is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.