JOB SUMMARY

This role is responsible for ensuring customers receive a best-in-class experience
that aligns with LiteGear’s company brand and values. Working alongside the
operations and service teams, this agent will focus on delivering consistent and
organized work, driving industry leading KPIs and departmental goals. In addition
to providing customer support, this role will spend a portion of their bandwidth
supporting some inside/outside sales, as needed.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

• Resolves customer requests via email, phone, chat, ZenDesk or social media.
• Provides quotes, order confirmations, and invoices for all new orders in
  QuickBooks.
• Coordinates online orders through our website, ensuring timely fulfillment and delivery.
• Communicates product updates and improvements to our existing customers.
• Builds sustainable customer relationships of trust via open & interactive
  communication.
• Maintains a high-volume of incoming email and calls, focusing on reaching
  “inbox-zero”.
• Constantly learning to ensure a strong understanding of our products, both from a technical and practical application.
• Provide support for inside/outside sales.
• Conduct on-location training or demonstrations for clients or dealers.
• Cover showroom staffing when needed.
• Fulfill and manage orders fulfilled from the Showroom, aligning with LiteGear’s packaging and fulfillment guidelines.
• Additional responsibilities and duties assigned as needed by manager

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional computer skills (50+ WPM).
• High attention to detail, critical thinker and problem-solving experience.
• Excellent communication and presentation skills.
• Ability to work under pressure, multitask, prioritize and manage time effectively.
• Customer oriented and able to adapt/respond to different types of personalities.
• Able to drive self-education from technical manuals and product overview
• ZenDesk or comparable ticketing system highly preferred.
• Knowledge of order lifecycle management (pre and post sales activities: Quote or Sales Order Creation, Order Fulfillment, Return Merchandise Authorization).
• Experience and familiarity with E-commerce and Shopify is highly desired.
• Team player who can work well with others with efficiency and meeting
  deadlines.

EDUCATION, TRAINING AND EXPERIENCE

• High school diploma or equivalent; college degree preferred.
• 2 years of experience within a customer service role.
• Experience in the lighting, manufacturing, or production industry preferred.