Tier 3 Customer Service Representative

Job-ID : 16686 ; Location(s) : Broomfield CO

JOB DESCRIPTION SUMMARY

The Customer Service Specialist plays a vital role in delivering an exceptional experience for Viegas customers by serving as the primary point of contact for inquiries orders and service needs. This position manages the full lifecycle of customer service interactions from order entry and product inquiries to resolving complex issues such as returns warranty claims and logistics challenges.

Furthers Viegas reputation for superior service and operational excellence by driving consistent positive customer outcomes and strengthening relationships at every touchpoint.

JOB DESCRIPTION DETAILS

• Serves as the primary point of contact for all customer inquiries across various platforms managing the entire customer service lifecycle including order entry product inquiries returns warranty claims price quoting and customer complaints - with professionalism and efficiency.
• Delivers accurate and timely responses to inquiries about pricing product availability shipping scheduling and order status to drive results and support customer satisfaction.
• Researches and resolves order-related issues including pricing discrepancies product questions and logistics-related customer inquiries.
• Processes and resolves warranty claims by partnering with Quality Assurance and Technical Support teams to confirm validity and issue credits or replacements.
• Investigates and resolves complex pricing logistics and shipping discrepancies ensuring clear professional communication throughout the resolution process to instill trust and maintain positive customer relationships.
• Reviews and processes customer returns by verifying quantities purchase dates pricing and part numbers ensuring compliance with Viegas return policies and procedures. Provides customers with clear return instructions including restocking fees credit terms or replacement details as needed.
• Provides follow-up communications with customers sales and support teams regarding questions or discrepancies including invalid purchase orders back orders shipping methods part numbers pricing issues and estimated delivery dates.
• Analyzes incoming customer orders utilizing various technical tools including email and enterprise resource planning (ERP) platforms.
• Ensures the accuracy of orders requested and efficiently rectifies information in accordance with established guidelines customer requirements and data management procedures.
• Handles customer complaints with empathy professionalism and a solutions-oriented approach. Escalates complex issues to appropriate resources and departments when necessary ensuring satisfactory outcomes.
• Collaborates with departmental resources and other departments as needed to resolve order issues escalate complex situations and ensure case resolution while maintaining a customer-focused approach.
• Communicates effectively by providing clear timely and accurate updates to customers sales and internal stakeholders regarding order status discrepancies and next steps. Facilitates ongoing communication and alignment between departments to streamline processes and deliver a seamless customer experience.
• Documents interactions and resolutions to support internal collaboration reporting and continuous improvement efforts.
• Attends meetings as required and / or assigned.
• Adheres to ISO9001 compliance standards.
• Performs other duties as required and / or assigned.
• Occasional travel may be required.

REQUIRED QUALIFICATIONS

Knowledge Skills and Abilities

Education Certification / License & Work Experience

Total Rewards Package :

Compensation

Benefits

Application Window

Your contact person :

Brad Kerwin

Required Experience :

Unclear Seniority

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 56000 - 68000