Customer Support Representative

Purpose of Position/Summary:

This position’s key focus is to help grow KYB sales by becoming our customer’s best supplier, supporting the sales team and helping consumers with KYB product support. A Customer Support Rep. has three (3) main roles: Customer Support, Salesperson Support and Consumer Products Support. This position coordinates and processes all sales transactions in a timely, efficient & accurate manner; improves overall customer satisfaction by addressing their needs and insuring all interactions are handled professionally and timely; communicates with the sales team to address and help solve issues that arise. An understanding of all transactions relating to customer order processing, returns and credit processing is essential.

Essential Duties / Responsibilities:

• Respond to customer and sales force needs for support, orders, products and claims;
• Address consumer inquiries regarding product and warranty information;
• Enter incoming orders;
• Research claims, issue Return Goods Authorization’s, credits, and debits as necessary;
• Work with Operations staff to meet customer order requirements;
• Work with Marketing and Sales departments on customer promotions;
• Attain and adhere to all Customer Support Group training, procedures and standards;
• Review and analyze customer data and provide input to Management & Sales on findings;
• Other duties assigned by immediate Supervisor or Manager on an as needed basis.