Experienced Customer Service Representative – Telecommunications Industry Leader in Fiber Optic Cable and Connectivity Solutions at blithequark

Introduction to blithequark

blithequark is a pioneering force in the telecommunications industry, renowned for manufacturing industry-leading fiber optic cable, connectivity, and accessories. With a rich history dating back to 1984, our company has evolved from a single fiber optic cable to a global powerhouse, generating over $1.5 billion in revenue and employing approximately 7,000 associates worldwide. At blithequark, we recognize that our employees are the backbone of our success, and we are committed to investing in their growth and development. If you are a motivated and customer-focused individual looking to join a dynamic team, we invite you to explore this exciting opportunity.

About the Role

We are seeking an experienced Customer Service Representative to join our team in Duncan, SC. As a key member of our Customer Service team, you will play a vital role in assisting customers and agents with all aspects of the sales process for our telecommunications products. Your primary responsibilities will include responding to customer inquiries, processing orders, managing open orders, and resolving customer complaints. If you possess excellent communication skills, a strong work ethic, and a passion for delivering exceptional customer service, we encourage you to apply for this rewarding role.

Key Responsibilities

• Respond to Request For Quote (RFQ) and market leads, including qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time.
• Analyze quotes to identify additional sales opportunities and solicit quote feedback from customers.
• Process customer purchase orders and change orders, including reviewing purchase orders against quotes, contracts, or blithequark standard terms and conditions, resolving discrepancies, and creating sales orders.
• Manage customers' open orders, including processing expedites, reviewing open orders to identify and address issues, and communicating status updates to customers.
• Liaise with manufacturing and commercial departments to gather information and resolve customer issues.
• Maintain accurate records of RFQ, quotations, customer purchase orders, and sales order acknowledgments.
• Provide additional information to customers, including tracking information, proof of delivery, invoices, packing slips, product literature, and basic technical data.
• Submit customer complaints and assist in problem-solving efforts to implement corrective actions.
• Process Return Material Authorization (RMA) requests, including obtaining facts, obtaining decisions to accept or reject requests, creating and issuing RMAs, and monitoring RMA communications.
• Support the resolution of Accounts Receivable issues with customers, including determining the reason for deductions or non-payment, assessing the validity of the issue, and determining the appropriate course of action.
• Issue manual credits and invoices, including determining the need for adjustments, obtaining approval, and completing transactions with documentation.
• Monitor customer accounts to understand issues, trends, and the overall health of the customer-supplier relationship.

Essential Qualifications

To be successful in this role, you should possess:

• A Bachelor's degree in Business or Communications, or equivalent experience.
• 1-2 years of manufacturing customer service experience, preferably in the telecommunications industry.
• Intermediate skills in MS Office, including Word, Excel, and Outlook.
• Experience with Oracle and/or customer relationship management software is preferred.
• Excellent interpersonal skills, including written and verbal communication, to effectively interact with internal and external customers.
• Strong initiative and self-motivation, with the ability to execute projects from start to finish in an efficient and timely manner.
• Ability to multitask and prioritize tasks to meet deadlines and achieve results.
• A team-oriented mindset, with a willingness to take direction and work in a cross-functional, multi-cultural environment.
• Attention to detail to ensure accuracy in order processing and quotations.

Preferred Qualifications

While not essential, the following qualifications are desirable:

• Previous experience in a customer-facing role, preferably in a manufacturing or telecommunications environment.
• Knowledge of fiber optic cable and connectivity solutions, including products and applications.
• Experience with customer relationship management software, such as Salesforce.com.
• Certification in customer service, such as the Certified Customer Service Representative (CCSR) designation.

What We Offer

At blithequark, we are committed to providing our employees with a comprehensive range of benefits, including:

• A hybrid office schedule for qualifying employees, offering flexibility and work-life balance.
• A flexible time-off policy, allowing you to take time off when you need it.
• A 401(k) company match program, with up to 4% dollar-for-dollar matching contributions.
• Professional development, training, and tuition reimbursement programs to support your career growth and advancement.
• Excellent medical, dental, vision, and life insurance policy options, providing comprehensive coverage for you and your family.
• Opportunities for career advancement with an industry leader, including promotions, transfers, and new challenges.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment, which fosters collaboration, innovation, and growth. Our company culture is built on a foundation of:

• Respect and empathy for our customers, employees, and stakeholders.
• A commitment to excellence, quality, and continuous improvement.
• A focus on teamwork, communication, and mutual support.
• A passion for innovation, creativity, and outside-the-box thinking.
• A dedication to environmental, health, and safety policies and procedures.

Compensation and Benefits

We offer a competitive compensation package, including a salary range that reflects your experience and qualifications. Our benefits package includes a range of perks, such as:

• Comprehensive health insurance, including medical, dental, and vision coverage.
• Life insurance and disability benefits, providing financial protection for you and your loved ones.
• A 401(k) retirement savings plan, with company matching contributions.
• Paid time off, including vacation days, sick leave, and holidays.
• Opportunities for professional development, training, and education assistance.

Conclusion

If you are a motivated and customer-focused individual looking to join a dynamic team in the telecommunications industry, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will have the chance to work with a talented team, develop your skills and knowledge, and contribute to the success of our company. Don't miss out on this opportunity to take your career to the next level – apply today!