DC Service Representative, Customer Experience

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

• Manage and process service requests between the customer service team and the DC (Distribution Center) team, ensuring timely and accurate handling of issues.
• Coordinate with both customer service and DC teams to facilitate communication and resolve issues related to service requests.
• Maintain a high level of professionalism and attention to detail while managing and tracking service cases.
• Develop and maintain a thorough understanding of company products, services, and DC procedures.
• Process and follow up on service requests and related documentation between customers and the DC team.
• Provide accurate and timely updates on service request statuses and resolutions to customers and internal teams.
• Utilize internal systems to track and manage service requests, ensuring compliance with company standards.
• Ensure all processes and case handling meet established quality and performance standards.
• Perform additional administrative tasks and support as required.

Competencies and skills

• A quiet environment free from any distractions and nonwork related activities when working from home.
• High speed internet connection.
• Full on-boarding is contingent upon you following and passing the training requirements.
• Achieve department goals by hitting 85% of Call Center Metrics (Available, Inbound, Outbound, and Unavailable time)
• Ability to attend in office meeting when advanced notice is given.
• Be on time and prepare for calls at the start of your scheduled shift
• The ability to learn and retain product information and specifications.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.