Customer Support Representative

ZPE Systems addresses the pain in infrastructure reliability, holistic security, and personnel shortage of large enterprises & digital service providers— including 6 of the top 10 global tech giants – by delivering on what Gartner calls Infrastructure Hype automation. Enterprises trust ZPE’s Intel-based serial consoles, services routers, sensors, zero-touch zero-trust provisioning, and cloud-managed out-of-band automation, to eliminate human error and operate an agile, easy-to-manage, secure, and resilient infrastructure from data center to distributed edge at scale.

ZPE Systems was founded in Silicon Valley California in 2013 with sales and support offices worldwide, with continuous expansion through a growing network of trusted partners and service providers.

Role: As a Customer Support representative you will be responsible for answering customer inquiries, processing orders, researching and resolving requests, and utilizing product knowledge to improve sales and maintain customer satisfaction. You will maintain an ongoing relationship with customers, sales staff, distribution, purchasing, manufacturing and marketing.

Main Activities:

• Organization: Individual Contributor competency model

• Main Interface: Internal – field sales and agency reps, customer financial services, pricing and marketing staff to support the ordering process, production, and logistics for customer inquiries and to resolve shipping issues. External – customers, distributors, retail accounts, freight carriers and related transportation vendors.

• Budget: No direct responsibility for the budget.

Main Job Duties:

• Using professional written and verbal communications via phone, fax, or e-mail, processes orders received by mail, telephone, Fax, and/or through personal customer contact. Provides pricing, availability, and schedule information within established guidelines.
• Researches and obtains resolution of a variety of customer inquiries. Expedites the delivery of selected orders. Tracks order activity and alerts appropriate staff of any potential delivery problems.Services as communication link between customers and sales staff to assure responsiveness.
• Fosters open communication internally and externally and champions creative change to improve processing and service levels. Provides guidance and assistance to new or less experienced staff.
• Performs other similar and related duties as required.

Profile:

• A.S. degree in business or related or equivalent combination of education and experience.  Experience with manufacturing or electrical industry.

• Minimum of three years experience in a successful customer environment/position.

• Experience in related industry and extensive product knowledge are a plus, but not required.

• Requires strong organizational and time management skills, close attention to detail, and be able to effectively handle multiple priorities.  Ability to work in a high-volume, fast-paced environment is a must.

• Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail, and meeting management software.  Ability to use internet and web-based resources efficiently and effectively.  Must be proficient with mainframe order entry application, with demonstrated ability to type 50 w.p.m. with 100% accuracy.

• Must be highly collaborative and able to work in a team-based environment.  Must have demonstrated exceptional customer service skills and a strong customer orientation.

• Must have excellent verbal and written communication skills and be able to communicate effectively across all levels of the organization.  Ability to give and receive detailed/complex information in an understandable way.  Presentation and training experience a plus.

• Must possess strong analytical skills and the ability to identify trends and establish proactive corrective actions.