Amazon.com is seeking bright, articulate, detail-oriented and experienced applicants with a desire to help us exceed our customers' expectations by answering customer questions regarding the most complex and technically difficult questions about products and applications of industrial and scientific products sold on SmallParts.com. This vital position requires an action-orientated, experienced, flexible problem-solver who will assist customers in finding answers to product related questions that our front line Customer Service associates can not find answers to on Small Parts.com website.
Responsibilities
- Respond to specific customer inquiries regarding product application, specifications and other questions about SmallParts.com products where the answers are not readily available on SmallParts.com and that our front line CS Associates can not answer
- Interface with the technical support staff of Small Parts vendors
- Research application and product questions on Small Parts vendors websites
- Ensure customer satisfaction
Computer Skills
- Ability to use a desktop computer system
- Familiarity with Windows XP, Microsoft Outlook, and Internet Explorer
- Excellent typing skills
- Understands and correctly uses Customer Service Tools.
- Deep and nuanced understanding of how to search and browse for products and product information on the SmallParts.com website.
- Effectively bookmark and organize hundreds of vendor websites that contain product, specifications, and application data
Communication Skills
- Ability to communicate correctly and clearly with both internal and external customers
- Ask relevant clarifying and follow-up questions over the phone
- Exceptional communication skills, including the ability to clearly and concisely communicate in writing and speech; listening and interpreting customer needs.
- The ability to communicate authoritatively across a very wide range of industrial and scientific products
- Excellent documentation skills
- Good comprehension skills-- ability to clearly understand and state the issues customers present
- Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response
Problem Solving Skills
- Effective problem solving skills, specifically answering customer's most difficult product and product application questions using resources, both offline and online, from our vendors
- Ability to approach problems logically
- Ability to demonstrate learning and decision making skills
- Strong time management skills
- Action oriented and self disciplined
- Organized and detail oriented
- Ability to effectively prioritize work time to ensure productivity and department standards for time spent
Customer Focus
- Excellent customer service skills, specifically the skills and demeanor required to interact with customers on the phone.
- Ability to empathize with and prioritize customer needs
- Demonstrable interpersonal skills
- Ability to determine customer needs and provide appropriate solutions
Factors for Success
- Ability to work under pressure.
- Ability to effectively use vendor resources (vendor technical support agents and vendor websites) to find answers to customer's questions.
- Mechanically inclined, the mind of an engineer
- A steadfast and intense desire to help solve customer problems, to think around the edges of what a customer is asking and a willingness to dive deep into the problem presented.
- Resource Hound, if you don't know, you should know where to get answers lest the obscure.
- Engineering Degree w/5yrs hands on experience. Technician, Associates Degree w/10yrs hands on experience.
