Remote / Hybrid
Who We Are:
At Avnet, relationships matter. We are a global, FORTUNE ® 500 technology distributor and solutions company that delivers design, supply chain and logistics expertise to customers at every stage of a product’s lifecycle. Our employees have a front row seat to the latest innovations shaping the world we live in and the future we share. We’re driven to help our customers around the world succeed and we do so by earning the trust of some of the biggest names in technology.
Working at Avnet means being a part of a global team. We work collaboratively and with integrity, doing business the right way. For more than a century, we have partnered together to help our customers, suppliers and teammates realize the transformative possibilities of technology. Experience what’s next at Avnet!
Online Support Specialist
Job Summary:
The Digital Transformation team is focused on designing and delivering a seamless digital experience that drives customer engagement as well as business growth. This call center position supports Avnet.com online calls, chats and emails for existing and potential customers requesting electronic components for manufacturing purposes.
Principal Responsibilities:
- Help customers in their time of need by building a rapport, responding to, and resolving inbound calls and chats in a fast-paced call center environment.
- Provides online customer support to internal and external customers
- Subject matter expert and point of contact for Avnet.com
- Assists with escalation and prioritization of online faults as they arise – customer service recovery.
- Expedites, researches, and resolves issues pertaining to online orders
- Provides training to internal and external customers on existing, new, and modified website features.
- May provide quote preparation, order tracking, backlog processing, invoicing, returns and credit problems to sales team members and/or external customers
- Delivers solutions or finds new opportunities for a positive customer experience utilizing independent judgment and sales methodology
- Manages the end to end process of order fulfillment
Job Level Specifications:
- Acquiring basic knowledge of job content, practices, and procedures. Still learning skills necessary to fully perform job.
- Work is performed under minimum supervision and receives detailed instructions to perform tasks.
- Based on nature of the role, may field requests from others in the organization
- Impact of decisions is typically contained within assigned work.
- May also perform other duties as assigned
Work Experience:
Typically requires a minimum of one year of related experience.
Education and Certification(s):
- High School Diploma or equivalent
Distinguishing Characteristics:
- Sales or customer service experience preferred
- Interest in ecommerce/digital environment
- Enjoys talking/supporting customers
- Basic Excel, Microsoft office suite and Outlook skills preferred
Beginning demonstrated knowledge of the following preferred by not required.
- Salesforce
- SAP
- Azure Devops-Understanding bugs and ideation
- Service Now -Create defect tickets or enhancement tickets for Avnet.com.
