Customer Experience & Supplies Support Agent

Job description

Mission To deliver an exceptional customer experience by supporting both service operations and supply fulfillment activities while maintaining awareness of operational efficiency, service responsiveness, and cost impact. This dual-function role serves as a key operational resource within the Smart Center, responsible for coordinating customer service requests, placing service dispatches, processing supply orders, and ensuring accurate documentation across multiple internal systems. The Customer Experience & Supplies Support Agent must demonstrate strong judgment, technical aptitude, and the ability to operate efficiently in a high-volume, fast-paced environment , balancing customer needs with company operational standards. Supervision Received and Exercised Receives general supervision and direction from the Customer Service Director or Supplies Department Manager. This position does not supervise staff but is expected to demonstrate a high level of independent decision-making, ownership of customer requests, and accountability for operational accuracy. Primary Responsibilities Customer Service & Call Management Answer incoming customer calls promptly, professionally, and courteously while maintaining a high standard of customer experience. Identify customer needs quickly and determine the appropriate resolution path including service dispatch, supply order placement, or internal escalation. Provide clear guidance to customers regarding service processes, supply fulfillment timelines, and next steps. Service Dispatch Coordination Accurately create and dispatch service calls for hardware, software, connectivity, and maintenance issues. Gather and document necessary troubleshooting information to ensure technicians receive complete and actionable service details. Monitor open service tickets and update case information to maintain accurate records and ensure SLA alignment. Coordinate with Field Service Managers and technicians to ensure efficient resolution of customer issues. Supply Order Processing Process supply orders using proactive monitoring alerts, automated systems, and direct customer requests. Review supply data to determine appropriate fulfillment actions while maintaining awareness of cost impact and company supply management guidelines. Place sales orders within internal order management systems and ensure accurate shipment information and device alignment. Monitor supply ticket queues and proactively manage order placement to support service continuity for customer devices. Ticket Queue & Workflow Management Manage and prioritize a high-volume ticket queue across service and supply workflows. Ensure ticket updates, documentation, and status changes are completed in accordance with internal standards and SLA expectations. Identify tickets requiring escalation and coordinate with internal teams to ensure timely resolution. System Documentation & Data Integrity Document all customer interactions, service requests, and supply actions accurately within helpdesk, CRM, and operational platforms. Maintain detailed records to ensure operational transparency and proper tracking of service and supply activities. Ensure system entries are complete and accurate to support reporting, operational analysis, and customer account history. Cross-Functional Collaboration Work closely with departments including Service Operations, Sales, Warehouse, Logistics, and Account Management to resolve customer issues. Escalate complex customer situations appropriately while maintaining ownership of communication and follow-through. Participate in internal process improvement initiatives that support service efficiency and customer satisfaction. Continuous Development Participate in training to maintain knowledge of supported equipment, supply processes, service procedures, and internal systems. Stay informed on process changes, operational updates, and customer experience initiatives. Additional Responsibilities Support special projects, operational initiatives, or pilot programs related to customer service and supply operations. Provide support during high-volume periods or operational events as directed by leadership. Preferred Knowledge, Skills, and Abilities Knowledge of Basic printer, copier, and office equipment operations. Customer service and service dispatch processes. Order processing and supply chain support workflows. Microsoft Office Suite (Excel, Word, Outlook). CRM and helpdesk systems. Ability to Operate efficiently within multiple software platforms simultaneously including service management, order processing, CRM, and monitoring systems. Prioritize workload and manage multiple requests in a high-volume operational environment. Demonstrate strong problem-solving and decision-making skills. Communicate professionally with customers, technicians, sales teams, and internal stakeholders. Maintain accuracy and attention to detail while managing competing priorities. Take ownership of customer issues and drive resolution through collaboration and follow-through. Adapt quickly to process changes and evolving operational needs. Education and Experience Requirements High school diploma or equivalent required; associate’s or bachelor’s degree preferred. Minimum three (3) years of experience in a customer service, service coordination, call center, or operations support environment. Experience in service dispatch, order entry, supply fulfillment, or technical support coordination strongly preferred. Experience working within multi-system operational environments (CRM, ticketing platforms, order management systems) is highly desirable. Experience supporting managed print, IT services, or equipment service environments is a plus. Work Schedule Full-time position. Must be flexible and available for scheduling across time zones supporting Eastern, Central, and Western U.S. regions. Typical shifts may include 10:00 PM – 7:00 AM within assigned coverage zones. Overtime may occasionally be available during high operational demand periods. Work Environment The Smart Center operates in a fast-paced, collaborative operations environment where agents must balance customer communication, service dispatch coordination, and supply fulfillment responsibilities simultaneously. We value professionalism, accountability, and teamwork. Successful candidates demonstrate adaptability, strong work ethic, and a commitment to delivering high-quality customer support while managing complex operational workflows