Customer Service Representative in Charlotte, North Carolina

Description

The Customer Support Account Manager will play a critical role in providing exceptional customer service and ensuring satisfaction among our clients. This position will include responsibilities ranging from addressing and resolving basic customer inquiries to managing complex scenarios through advanced problem-solving. You will use your expertise to analyze trends, anticipate customer needs, and ensure service excellence while also contributing to forecasting and data-driven analysis to enhance operational efficiency and customer outcomes.

This role requires collaboration with various departments to meet customer demands and provide mentorship to staff. Additionally, you will be responsible for leveraging forecasting and analysis to drive business insights, improve decision-making, and ensure our team meets evolving customer needs. Interaction with customers will occur across multiple channels with a focus on delivering professional, efficient, and empathetic support.

Responsibilities:

• Respond to customer inquiries via phone, email, chat, or other communication channels.

• Manage escalated customer issues and inquiries requiring a deeper level of expertise.

• Provide accurate responses to complex questions regarding products, services, or technical issues.

• Use forecasting to anticipate recurring customer issues and proactively address service challenges.

• Analyze customer interaction data to identify patterns, improve service processes, and recommend strategies for enhanced satisfaction.

• Collaborate with production, procurement, and logistics teams, ensuring up-to-date communication and meeting customer requirements efficiently.

• Assist in generating reports and forecasts related to customer inquiries, issue resolution trends, and team performance to aid strategic planning.

• Train and mentor Level 1 staff, providing guidance on routine customer interactions and escalation processes.

• Act as the voice of the customer internally, using data-driven insights to advocate for enhancements to products and services.

• Maintain professionalism during all interactions, especially while managing frustrated customers.

Required Skills:

• Bachelor’s degree in marketing, supply chain, international business, or a related field (preferred).

• Proven ability to analyze data, forecast trends, and derive actionable business insights.

• Experience in customer service or a related field is advantageous but not required.

• Proficiency in Microsoft Office programs, including advanced Excel for data analysis and reporting.

• Strong organizational, prioritization, and problem-solving skills.

• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly.

• Ability to multitask and manage time effectively in a fast-paced, team-oriented environment.

• Positive attitude and ability to adapt to dynamic customer demands.

• Strong analytical, communication, and presentation skills.

  Requirements Answering Inbound Calls, Customer Service, Data Entry, Email Correspondence, Inbound Outbound Calls, Microsoft Excel, Microsoft Word, Order Entry, Schedule Appointments, NetSuite, Netsuite CRM, NetSuite, Purchase Orders, Pivot Table, Power Pivot, VLOOKUP, Forecast Activities, Forecasting, Inventory forecasting, Monthly Forecasts, Analyst relations TalentMatch®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – whenever you choose – even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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