- Customer Service Representative
Located in Fairhaven, MA and El Dorado Hills, CA
- Call Center Director
Located in Fairhaven, MA
- Part-Time IT Help Desk Technician
Located in Fairhaven, MA
- Warehouse Clerk
Located in Westborough, MA
- Call Center Supervisor
Located in Fairhaven, MA and El Dorado Hills, CA
- Warehouse Production Manager
Rancho Cordova, CA and Westborough, MA
- Helpdesk Technician
Rancho Cordova, CA
Customer Service Representative
Fairhaven, MA and El Dorado Hills, CA
Summary of Responsibilities:
This position is responsible for providing high quality, timely service to customers and agents by answering inbound and placing outbound phone calls regarding products, services, order processing, order status, quotations, shipping, billing, stock/inventory, and order size. This position is also responsible for promptly and accurately processing customer requests using a host of administrative systems and is expected to utilize various resources to assess a situation to determine an appropriate course of action.
Responsibilities and Duties
Listens carefully and attentively to understand the concerns and needs of callers when taking inbound calls from customers and agents
Identifies customer needs and expectations
Effectively navigates and accurately enters customer and/or order data into the appropriate system
Projects an attitude of service, empathy and patience to all customers under all circumstances
Follows up to ensure customer satisfaction
Adjusts complaints concerning billing or service rendered, referring complaints of service to designated department for investigation
Handle internal and external business related issues diplomatically and assist others in resolving difficult situations
Qualifications
Minimum six months customer service experience required, preferably in a call center environment
Demonstrated outstanding customer service and communication skills
Solid computer and keyboard skills
Desire, willingness, and ability to learn and perform in a fast paced environment
Ability to work and succeed in a team environment
Ability to work a flexible work schedule
Must be excited about working in a team orientated, high-energy call center
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Call Center Director
Fairhaven, MA
This position offers an exciting opportunity to work directly with FFP Global's Chief Operating Officer. Job duties will be to provide management direction for the entire Call Center Operations Team and create mechanisms to deliver operational service levels, high quality and achieve metrics at a profit.
In addition to P/L responsibility for customer service and call center operations, attaining service quality metrics and profitability goals. Top candidate will coach and direct call center staff for performance improvement, demonstrate skills in developing teams to meet extraordinary goals, have excellent communication skills which include articulating the vision and strategy and setting expectations appropriately and a strong customer and client focus with a "can-do" attitude to deliver against the customer's expectations.
Recent industry and extensive management experience is required, with a minimum of 7-10 years inbound, outsourced call center experience at a GM, Site Director or Senior Operations level. The pinnacle applicant will also have 3 or more years experience managing a 500+ seat call center and a BA/BS degree in a related field.
Familiarity with distributed and networked computing environments (i.e. LAN/WAN, VPN), quality assurance principles, and quality function deployment is desired. Along with call center telecommunications technology (i.e.PBX, ACD, IVR, CTI), high-volume voice and data traffic networks (i.e IP and TDM), and database applications (i.e. CRM) experience is preferred.
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IT Helpdesk Technician (part time 20 hours a week)
Fairhaven, MA
Summary of Responsibilities
The function of the Part-Time Helpdesk Technician is to provide hardware, software, and software application systems support to employees' onsite or via telephone. Position provides a high level of internal customer satisfaction through the effective delivery of technical support, service (install, modify and/or make minor repairs to personal computer hardware and software systems) and training to system users by performing the following duties.
Qualifications
A+ Certification or equivalent training in PC Maintenance or equivalent experience
Experience with MS Windows XP and Windows 2000
Experience with MS Office Suite of products
Excellent trouble-shooting skills
Experience with installation and troubleshooting of PC based computers, peripherals, and applications in a Microsoft Windows environment.
Familiarity with common PC Support Applications and Utilities
Experience in Hardware/Software troubleshooting and repair
Expert interpersonal communication skills and the ability to work quickly
Effective communication both verbal and written
Strong analytic skills.
Provide desktop, printer, and Fax problem resolutions
Setup, configure, and install new computers as needed.
Experience with ghost backup and restore
1 - 3 years PC Technician or desktop support experience
Associates degree from a two year college or university, or equivalent education and experience preferred.
Requires some lifting (up to 50 lbs)
Local travel may be required
20 hours a week as required.
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Warehouse Clerk
Westboro, MA
Basic Duties included, but not limited to:
Read client invoices to determine items to be shipped
Assemble customer orders from stock or convey orders to packing station
Prepare client product for shipping
Place completed orders on pallets, shelves or bins to ship
Record quantity of client product for the end-of-month inventory
Open pallets as necessary to replenish client product supplies
Ability to operate a RF/Scan Gun.
Requirements
HS Diploma or Equivalent
6 months - 1 year of current or previous job-related experience strongly preferred
Ability to stand for long periods time
Ability to lift a minimum of 30 lbs.
Must be able to read and accurately identify product codes or SKU's
Ability to work well with others
Self-motivated and responsible (move fast…)
Excellent follow through and ability to follow instructions
Good written and verbal communication skills
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Call Center Supervisor
Fairhaven, MA and El Dorado Hills, CA
Summary of Responsibilities
The Call Center Supervisor is responsible for providing leadership to a team of Customer Service Representatives to ensure all service levels objectives are consistently met. Responsible for ensuring that each member of the team is provided with training, mentoring, coaching, and on-the-job support in proper business practices. Responsible for representing the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.
Responsibilities and Duties
Directs and supports the daily activities of up to 20 employees
Evaluates individual performance and productivity levels, and provides training and/or performance development to improve results
Implements and monitors procedures to ensure smooth, accurate, and timely work flow within the team
Communicates and ensures the consistent application of company policies and standard operating procedures
Serves as a liaison between department management and team
Resolves escalated calls and issues in an efficient and professional manner
Researches customer and client issues and identifies trends
Facilitates innovations that promote continuous improvement and result in improved service and/or reduced operating expense
Completes special projects as other duties as assigned
Qualifications
Minimum two years customer service experience required, preferably in a call center environment
Minimum one year leadership experience preferred
Demonstrated ability in coaching skills, performance management, and individual goal setting desired
Demonstrated experience in successful problem solving and management of multiple tasks in a fast paced environment required
Strong analytical skills, including the ability to exercise sound independent judgment
Strong interpersonal communication skills required
Knowledge of and experience with pertinent systems and databases required
Associates degree from a two year college or university, or equivalent education and experience preferred
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Warehouse Production Manager
Rancho Cordova, CA and Westborough, MA
Position Summary:
This position directly supervises employees and additional temporaries as needed to insure all orders are completed on a daily basis.
This position is responsible for managing people, relationships and products to meet the performance criteria established by management. This position must be able to make independent decisions within his/her realm of responsibility and must be able to effectively supervise multiple projects in order to attain objectives.
Major Responsibilities/Authorities/Duties:
Responsible for accurate and on-time picking and packing of customer orders on a daily basis.
Responsible for maintaining inventory integrity of a pick zone.
Responsible for communicating departmental needs or challenges that are outside of his/her circle of direct influence to his/her immediate supervisor so that corrective action can be taken.
Responsible for giving quality feedback and seeking out better methods of picking and packing orders to improve both speed and quality of pick.
Responsible for looking for ways to motivate employees.
Responsible for assuring the safe and healthy work environment for all employees.
Responsible for maintaining accurate time records in the FFP Global timekeeping system for employees. Verify temporary personnel time records.
Responsible for assessing performance and training needs of the department personnel.
Responsible for enforcing and adhering to all company policies and work rules at all times. Documenting and administering discipline warnings as needed.
Daily loading and unloading of trucks (includes lifting in excess of 50 pounds).
Managing and controlling inventory including cycle counts.
Accurately receive, re-stock, and stage material.
Taking proactive measures to protect against warehouse losses.
Other Duties as assigned.
Experience/Qualifications:
Bachelors' degree or its equivalent experience in distribution supervision is preferred.
2+ years supervisory experience in shipping and receiving preferred.
Good verbal and written communication skills.
Certified Forklift Operator preferred.
Ability to interact effectively and diplomatically with all levels of employees in the organization.
Basic PC skills.
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Helpdesk Technician
Rancho Cordova, CA
Position Summary:
The function of the Helpdesk Technician is to provide hardware, software, and software application systems support to employees' onsite or via telephone. Provide a high level of internal customer satisfaction through the effective delivery of technical support, service (install, modify and/or make minor repairs to personal computer hardware and software systems) and training to system users by performing the following duties.
Qualifications
Major Responsibilities/Authorities/Duties:
A+ Certification or equivalent training in PC Maintenance or equivalent experience
Experience with MS Windows XP and Windows 2000
Experience with Linux and open source applications
Experience with Cisco routers, switch, and voice applications a plus
Excellent trouble-shooting skills
Experience with installation and troubleshooting of PC based computers, peripherals, and applications in a Microsoft Windows environment.
Familiarity with common PC Support Applications and Utilities
Experience in Hardware/Software troubleshooting and repair
Expert interpersonal communication skills and the ability to work quickly
Effective communication both verbal and written
Strong analytic skills.
Provide desktop, printer, and Fax problem resolutions
Setup, configure, and install new computers as needed.
Experience with ghost backup and restore
1 - 3 years PC Technician or desktop support experience
Associates degree from a two year college or university, or equivalent education and experience preferred.
Requires some lifting (up to 50 lbs)
Local travel may be required
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