Customer Experience & Supplies Support Agent

About the role

Join the Smart Center team to deliver exceptional customer experiences by handling service requests and supply fulfillment. You will coordinate calls, dispatch technicians, process orders, and maintain accurate documentation across multiple systems.

Key responsibilities

• Answer inbound customer calls, identify needs, and route them to service dispatch, supply order placement, or escalation.
• Create and dispatch service tickets for hardware, software, connectivity, and maintenance issues, ensuring technicians receive complete information.
• Process supply orders using alerts and direct requests, place sales orders in internal systems, and monitor ticket queues to support service continuity.
• Maintain detailed records of interactions, service requests, and supply actions in helpdesk, CRM, and operational platforms.
• Collaborate with Service Operations, Sales, Warehouse, Logistics, and Account Management to resolve issues and improve processes.

Required profile

• High school diploma required; associate or bachelor’s degree preferred.
• Minimum three years of experience in customer service, call center, service coordination, or operations support.
• Experience with multi‑system environments (CRM, ticketing, order management) and supply chain workflows.
• Strong problem‑solving, decision‑making, and communication skills.

Required skills

• Microsoft Office Suite (Excel, Word, Outlook)
• CRM and helpdesk systems
• Basic knowledge of printers, copiers, and office equipment