Customer Service Admin Rep

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .

This position is responsible for managing calls, chats and Salesforce cases, maintaining customer records and interacting with customers, dealers, districts and other groups within the company.  Key responsibilities include completing credits, renewals, call tags and customer or product updates, (along with research and problem resolution related to request), responding to customers, dealers, and/or districts via chat or calls.  The ideal candidate will have extensive experience in order entry, customer service or contracts administration and demonstrate a commitment to excellent customer service and teamwork.  The ideal candidate will also possess the initiative to seek and embrace change along with the ability to exceed customer expectations and department as well as individual goals.

Your role in our future

• Answer incoming calls and/or chats while managing a queue of Salesforce cases, meeting goals for both.
• Process supply orders, call tags, renewals, credits, and customer requests in a timely, accurate manner.
• Process Parts Orders requests while meeting department SLAs.
• Consistently meet department goal of closing 6 cases per hour (45 cases per day).
• Using Oracle, process customer, equipment and contract update requests received directly from customers, dealers, districts and Quadient internal departments.
• Coordinate with other Quadient departments to complete the requests within the published SLA timeframe.
• Manage a queue of cases within Salesforce and ensure a resolution is identified while meeting or exceeding SLA goals.
• Process complex requests using Oracle and other Quadient systems.
• Respond to all emails and voicemails in a professional, timely manner.
• Take ownership of requests and follow-thru until a satisfactory resolution is reached.
• Keep Customer Service Administration management current and fully informed of key situations and/or activities that arise on a daily basis.
• Adhere to all Quadient guidelines, including the "Attendance and HR Guidelines".
• Comply with any necessary overtime requirements, which will be based on the needs of the business and scheduled in advance.
• Consistently meet or exceed department and individual goals.
• Other responsibilities as assigned by management.

Your profile
 

• High School diploma or equivalent (GED). Associates Degree or continued college coursework preferred.

• Minimum of 3+ years related experience in a customer service/contact center environment.

• Extensive experience working with sales teams and customers.

• Must be able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

• Must be able to read and interpret documents such as procedure/policy manuals and other written instructions.

• Must be detail oriented with a high level of accuracy.

• Strong organizational and customer service skills required.

• Must have excellent time management skills, be able to prioritize and meet deadlines while handling interruptions and working under pressure.

• Must be computer proficient and develop Excel spreadsheets and Word correspondence as needed. Advanced level skills with Oracle, Salesforce, MS Word, and MS Excel highly preferred.

• Must have excellent communication skills, both written and verbal.

• Must work well in a team environment.

• Must present a professional image at all times, especially via email and telephone contact.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Ready to lead the way? Apply now.​

This position has an hourly pay range of:

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

Rewards & Benefits

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community.  They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background.  We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.

People. Connected.