Job Description

CUSTOMER SERVICE REPRESENTATIVE, PART-TIME

IPC, International, Inc., the global trade association for the electronics manufacturing industry, seeks a PART-TIME CUSTOMER SERVICE REPRESENTATIVE (CSR). The CSR will Provide best in class service and support for IPC’s customers and members. Assure high levels of customer satisfaction through quality interactions and timely follow up. Educate customers about IPC products and services, as necessary. Guide customers to online resources. Monitor issues and provide necessary follow-up and maintain consistency of service. The CSR reports to the Customer Service Manager.

RESPONSIBILITIES

Phone and Email Support – 85%

• Provide a delightful experience for all customers by engaging in polite, positive, professional, and upbeat interactions via phone and in writing.
• Use and share knowledge of company products, services, and policies to assist customers with inquiries, complaints, or problems.
• Respond efficiently and accurately to customers, explaining possible solutions, and ensuring that customers and members feel supported and valued.
• Engage in active listening with callers, conferencing and clarifying information and diffusing angered customers/members.
• Communicate with customer and partners via email in a professional and thorough manner.
• Building lasting relationships with customers, members and internal team members based on trust and reliability.
• Make recommendations for products and services that better suit customer/member needs or complement the products in which they are interested.
• Seek answers to customer inquiries. Escalate issues, as necessary. When appropriate connect customers with other departments/colleagues for higher level support.
• Process phone, email, and web orders in a timely and accurate manner.
• Resolve backorders, follow up on order fulfilment, and keep customers updated on ship dates.
• Process returns and other transactions as necessary within the ERP system.
• Verify and update customer information before processing transactions, add new customer records to database when record does not exist.
• Document all support activities with the case management system.

Special Projects – 15%

• Assist management with projects as needed.
• Handle regular data entry projects and assist other internal teams with assigned projects as needed.
• Assist with trade show projects as needed.
• As time allows, review data and process flow in NetSuite and suggest improvements.
• Conduct testing of system updates as assigned.
• Represent the “voice of customer” on teams and in meetings/conversations, as necessary.

REQUIREMENTS

• High school diploma or equivalent, some college preferred.
• 2 years of experience working in a Customer Service role.
• Excellent oral and written communication skills to effectively communicate with employees, customers, partners, and vendors.
• Ability to work independently and collaboratively.
• Ability to exercise proven computer skills. Familiarity with Microsoft Office, Skype/Zoom, and customer relationship management software a plus (e.g. SalesForce.com, NetSuite, Microsoft CRM, or equivalent).
• Knowledge of and the ability to use a variety of standard office equipment such as a headset, telephone, and copy machine.
• Must be able to work 20 – 25 hours/week.

IPC International, Inc. is an Equal Opportunity Employer offering a competitive salary and excellent employee benefits. IPC has a hybrid/virtual work environment. Position reports to the IPC Bannockburn, IL office.

The pay range for this position is $20 - 22 per hour. IPC considers education, experience, internal equity, and other qualifying criteria to determine starting payrates. In addition to compensation benefits, IPC offers a variety of health and other benefits, based on eligibility, including job status/hours worked each week.

Please send resume and cover letter to e-mail: lyssabernstein@ipc.org Subject line should say: CSR

Since 1957, IPC has been guiding the electronics industry through dramatic changes. IPC is the only trade association that brings together all the players in this industry: designers, printed circuit board manufacturers, electronics assembly companies, suppliers, and original equipment manufacturers. More than 3,200 companies around the world depend on IPC programs and services to further their competitive excellence and financial success. As a member-driven organization and leading source for industry standards, training, industry intelligence and public policy advocacy, IPC supports programs to meet the needs of an estimated $2 trillion global electronics industry.

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