Customer Support

Essential duties & responsibilities:

• Commitment to excellence in customer service guided by integrity and accountability
• A positive, can-do attitude that inspires others to be their best
• Communicates professionally, politely, and effectively both through written correspondence and telephonically
• Ability to problem solve in the face of ambiguity
• Capable of researching and finding resolutions for billing errors, shipping errors, pricing discrepancies, complaints and returns
• Accuracy in the dissemination of information regarding freight options and changes, order status and other essential details
• Coordination with other teams and departments to achieve shared goals as needed
• Resilient and able to overcome unexpected changes internally and cross-functionally
• Skillful in time-management, able to prioritize tasks and meet deadlines
• Answers customer communications via email and calls – Able to accurately answer questions, research issues and provide timely and accurate responses via email and telephonically
• Manages high volumes of emails in a fast-paced environment on a daily basis through collaboration and communication with others
• Prepare product quotations referencing internal price list and terms sheet
• Special departmental projects of moderate to complex scope
• Helps to identify and implement process improvements
• Ability to deliver consistent results individually and as part of a team related to key performance indicators
• Ability to effectively complete designated tasks, independently of direct supervision
• Pays careful attention to detail understanding the value and importance of the role we play within our partners and customers development programs and technical services
• Basic understanding of Wilder Technologies products and their applications in the markets served
• Places high value on maintaining company culture and supporting others to excel in their roles
• Willingness to adapt a One-Team mentality putting the needs of our customers and teammates at the forefront of our focus everyd

Qualifications & experience:

• Experience in a customer facing role for a minimum of 2 years
• High Tech/Test & Measurement industry field experience is a plus
• Familiarity and/or experience with Pedyn manufacturing MRP software is a plus
• Comprehension of terminology associated with interconnects, e.g., USB, DisplayPort, HDMI, PCIe, etc. is a plus
• Must be able to operate common office equipment, software, and programs (Internet Explorer, Chrome, Google, Microsoft Teams, Outlook, Zoom, Word, Excel, Telephone, Laptop, PC, Mouse, Keyboard, Audio and Video Devices, etc.)
• Must have or be willing to acquire unsubsidized reliable internet connection when working away from main office
• Must have or be willing to acquire unsubsidized cell phone

Education & special trainings:

• High school diploma required
• English verbal and written communication required
• Adapt at computer skills including the use of Microsoft Windows systems, Microsoft Office applications including Outlook, Word and Excel required
• Familiarity of SQL database use a plus
• Qualifications & experience:
• Experience in a customer facing role for a minimum of 2 years
• High Tech/Test & Measurement industry field experience is a plus
• Familiarity and/or experience with Pedyn manufacturing MRP software is a plus
• Comprehension of terminology associated with interconnects, e.g., USB, DisplayPort, HDMI, PCIe, etc. is a plus
• Must be able to operate common office equipment, software, and programs (Internet Explorer, Chrome, Google, Microsoft Teams, Outlook, Zoom, Word, Excel, Telephone, Laptop, PC, Mouse, Keyboard, Audio and Video Devices, etc.)
• Must have or be willing to acquire unsubsidized reliable internet connection when working away from main office
• Must have or be willing to acquire unsubsidized cell phone

Physical & mental requirements:

• May involve prolonged periods of sitting or standing as appropriate
• Willingness to work earlier or later than regularly scheduled shifts as needed

Benefits:

• Pay will be commensurate with experience
• Medical and Dental insurance
• 401k and Profit Sharing
• Quarterly Bonuses
• Flexible work schedule