Position: Call Center/Customer Service IV #1005871 Duration: 6+ months contract with possible extension Location: Nashville TN 37214 Shift: Mon-Fri; 7am - 5pm CST, Hybrid role - In office on Tues-Thurs & Mon, Fri Remote Working hours: 8 hours per day & 40 hours per week Industry: Industrial Machinery and Components industry Pay rate: $22.00 - $25.00 hourly on W2 Job Description: Additional information: Max Pay Rate $22-$25/Hourly Direct from the manager: “A reminder that supply chain experience is optimum. Candidates with basic customer service experience, such as retail, should be avoided.” Special request from the manager: They has asked for suppliers to pre-screen candidates for at least basic Excel knowledge before you submit them to this opportunity. It is imperative that the selected hire be proficient using MS Excel. Monday – Friday role with working hours being 7:00 AM – 5:00 PM CST. Hybrid: Tuesday - Thursday in office. This is subject to change as needed. When this manager is ready to interview, they’ll be requesting 45-minute on site interviews. REQUIREMENT: Selected hire will need to have a 2nd monitor to work from. Client will provide the laptop but will not be providing the monitor so this will be at the expense of the hire (or their representing supplier if they/you can assist). Position Summary: Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time. Order life cycle includes customer set up, part information and pricing, order entry, manage due dates and backorders, reporting, shipping, RMAs, debits, and credits. Interactions may be inbound, outbound or a combination of both. Key responsibilities for this position will include the following: Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline. Act as the single-point-of-contact to customers and cross functional departments to process and fulfill customer orders; providing accurate documentation and continual communication to customer throughout the process. Take ownership of and resolve complex inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses. Escalate issue to the next appropriate level of customer support as needed. Maintain accurate records of all internal and external interactions in the appropriate database/system. Prepare and distribute standard and customized internal and customer reports. Understand Customer Order Management policies, procedures, and metrics. Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization. Participate in/lead process improvement projects. Engage in providing “value – added” services and promoting customer facing tools such as online portals. Perform tasks required to maintain integrity of data in relevant systems. Position Requirements: High School Diploma required. College or equivalent degree preferred. Minimum of 2 years customer service-related experience is required. Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field. Communication (Written and Verbal): Strong customer service skills and interpersonal skills. Communicates in a clear, organized, and precise manner with functional areas to drive the required response. Strong ability to work independently and manage one’s time. Strong ability to accurately document and record customer/client information. Previous experience with computer applications, such as MS Office Suite. It is absolutely imperative that the selected candidate be proficient with MS Excel. Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages. Ability to learn new skills required to utilize internal systems like Order Management Systems (OMS) and Customer Relationship Management (CRM) Systems etc. Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status. Pay: $22.00 - $25.00 per hour Application Question(s): Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field. Experience: Customer service: 4 years (Preferred) Call center: 4 years (Preferred) Microsoft Excel: 3 years (Preferred) Work Location: Hybrid remote in Nashville, TN 37214