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Job Purpose and Impact

The Customer Service Generalist will process routine customer facing order management activities. In this role, you will use your general understanding of customer service practices and procedures to help execute well established customer service activities for basic and middle service level customers. You will contribute to an increased level of transparency, communication and responsiveness with the company's customers

Key Accountabilities

• Receive and process straightforward customer orders across multiple platforms following standard procedures.
• Receive and process clerical and administrative change requests following defined policies and procedures.
• Assist customers and senior staff with order status, invoices, contract balances and other information needed to complete an order.
• Assist in processing standard document requests from customers and confirm final shipping and quality documentation and specifications to customer.
• Escalate undocumented issues that are not commonly defined or known to higher level staff.
• Proactively identify risks and opportunities, within area of scope, to improve the order management processes.
• Handle complex clerical, administrative, technical or customer support issues under minimal supervision, while escalating only the most complex issues to appropriate staff.
• Other duties as assigned

Qualifications

Minimum Qualifications

• High school diploma, secondary education level or equivalent
• Minimum of four years of related work experience

Preferred Qualifications

• Customer service or order management experience.
• Experience with Service Cloud and Five9.
• Experience with NIS or SAP.

Position Information

• This is a hybrid job (office + home) in either Wichita, KS or Olathe, KS, or Wayzata, MN.
• Minnesota Sick and Safe Leave accruals of one hour for every 30 worked, up to 48 hours per calendar year unless otherwise provided by law.