Customer Service Representative (Equipment Parts)

Insight Global is assisting a client in identifying a Customer Service Representative in Enfield, CT for a growing organization. This person will be responsible for providing effective customer service by processing orders for merchandise received by mail, telephone, fax, e-mail or personally from customers or employees. This role requires utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department. Partners with Sales Representatives to provide customers with service, addressing customer issues and ensure effective and long-term problem resolution.

Key responsibilities:
• Talk with customers by phone concerning orders, returns, shipments, and products.
• Receive and enter phone and fax orders
• Call customers when necessary to advise shipments delay and/or information necessary to process orders
• Initiate tracers with carriers
• Make changes to or cancel orders/backorders
• Initiate orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Initiate file maintenance for corrections to computer’s customer file
• Fill out forms, determine changes for service requested
• Solicit sale of new or additional services
• Handle irate customers in a professional manner
• Obtain customer feedback information
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Process customer orders/changes according to established department policies and procedures.
• Process customer returns according to established department policies and procedures.
• Work closely with the Credit Department to resolve disputed credit items.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Partner with sales rep to meet and exceed customer's service expectations.
• Perform other related duties as assigned.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 2+ years’ experience in a customer service role centered around equipment parts
• Ability to read and interpret documents such as operating and maintenance instructions and procedure manual
• Excellent communication skills
• Ability to interpret technical instructions in diagram form and calculate figure amounts
• Strong computer skills utilizing multiple application / systems
• High school education or equivalent.

• Turf equipment knowledge

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.