Customer Support Representative – Order Processor

Customer Support Representative – Order Processor Reports to: Customer Support Supervisor-Entry Door Products Location: Sugarcreek Ohio, ProVia Corporate Headquarters Hours: Monday-Friday, 7:00am-3:30pm, hours may vary depending on the needs of the company.
Summary This position is a member of the Customer Experience team that provides support and order processing for Entry products and components manufactured by ProVia’ s Walnut Creek facility.
The department is focused on establishing long-term relationships with ProVia’ s customers, promoting increased service and product sales for both the customer and ProVia.
Candidate must uphold and represent ProVia’ s Purpose, Vision, Mission, and Values.
Essential Duties and Responsibilities Include but are not limited to the following: Provide professional class service.
Manage and take ownership of every situation as it comes up in order to provide the best service to customers.
Process external customer orders and requests submitted online, or via fax and email to produce new product orders, product quotes, special order pricing, warranty related reorders, general inquiries about product and customer account requests, while serving with excellence in both quality of work as well as quantity of order.
Process internal communications such as question orders, task lists, special order tracking, engineering tickets, and products needed for projects and other departments serving both internal and external customers.
Complete communications and tasks with promptness, completeness, and a serving attitude.
Manage tasks outside of primary responsibilities as assigned.
Qualifications This position requires a motivated, extremely detailed-oriented individual who has excellent communication, technical, and organizational skill sets, and who enjoys working in a team atmosphere.
Relational Skills Nonverbal Communication: Clearly conveys information through written messages; seeks clarification appropriately; responds well to questions; maintains professional verbal/nonverbal communication in any situation.
Writes clearly using correct grammar, spelling, and punctuation.
Verbal Communication: Communicates clearly and professionally while having effective, collaborative, and supportive discussions regarding issues and questions.
Team Player/Approachable: Enjoys working in a team atmosphere, has a willingness to help others and has a positive, pleasant personality that makes them approachable when help is needed.
Must be able to take direction and remain positive during conflict.
Technical Skills Proficiency in computer usage is required.
1-2 years in a job that required daily technology usage.
Mechanical aptitude.
Problem solving skills.
Accuracy, thoroughness, proficiency of work.
Proper grammar skills.
Mid to high level math aptitude: understanding of decimals/fraction conversions, measurement, and sizing.
A comprehensive understanding of the product lines for which the department is responsible for, or a strong desire and aptitude to learn.
Organizational Skills Prioritizes customer’s needs; multi-tasks; efficient time management; deadline oriented; meets commitments; prompt responses.
Finds satisfaction in managing one’s own work with a sense of quality.
Proven ability to follow up and close the loop.
Character Contributes to positive team morale and culture.
Willingness to be flexible and able to adapt to new situations.
Physical Demands Ability to sit or stand, using a desktop computer or a laptop, as well as other office equipment and supplies continuously.