WEB CUSTOMER SERVICE REPRESENTATIVE
Business Area: Market to Lead
Job Purpose/Mission/Summary
The Web Customer Service Representative is responsible for communication with large account stakeholders and customers via phone and email regarding direct business with Lexmark.
Key Roles and Responsibilities:
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Take phone calls, Click-to-chat and emails from customers regarding:
- Setting up a direct account with Lexmark
- Product information
- Placing an order
- Order status access or issues
- Large account manager contacts information
- B2B site issues
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Register and maintain customers in the Global Web Order Status portal
- Registering and approving new customers
- Validate customer is in MDM (Master Data Management) database
- Validate customer is registered with the correct SAP Sold-to
- Train customers and internal users on using the portal
- Forwarding break/fix issues to IT, Program Manager and/or COE for SA
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Responsible for supporting the sales teams with active eBusiness solutions
- Periodic communications with the account managers
- Sending site related reports
- Second level customer support
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Responsible for back-up to the Global eCommerce Web Support
- Generate monthly reports for sales and support
- Generate account specific reports
Competencies, Skills, Knowledge and Abilities:
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SKILLS:
- Exemplary phone skills
- Communicates well through email and chat
- MS Office Suite – including Word and Excel skills
- Works well independently and with a cross-functional team
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SYSTEMS:
- Global Web Order Status
- MRS Ticketing system
- Content Admin tools
- SAP BW HANA
Education, Experience and Certifications Basic Requirements:
- Bachelor’s degree
- Over 4 years of experience
- North America (3rd/Night shift)
You may send your application to recruitment@lexmark.com.