Customer Experience, Supplies Support Agent

• Answer incoming customer calls promptly, professionally, and courteously
• Identify customer needs and determine the appropriate resolution path, including service dispatch, supply order placement, or internal escalation
• Provide customers with guidance regarding service processes, supply fulfillment timelines, and next steps
• Create and dispatch service calls for hardware, software, connectivity, and maintenance issues
• Gather and document troubleshooting information for technicians
• Monitor open service tickets, update case information, and ensure SLA alignment
• Coordinate with Field Service Managers and technicians to resolve customer issues efficiently
• Process supply orders using monitoring alerts, automated systems, and direct customer requests
• Review supply data and determine fulfillment actions while considering cost impact and supply management guidelines
• Place sales orders in 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
• Manage and prioritize a high-volume ticket queue across service and supply workflows
• Complete ticket updates, documentation, and status changes according to internal standards and SLA expectations
• Identify tickets requiring escalation and coordinate with internal teams for timely resolution
• Document customer interactions, service requests, and supply actions in helpdesk, CRM, and operational platforms
• Maintain complete and accurate records for reporting, operational analysis, and customer account history
• Collaborate with Service Operations, Sales, Warehouse, Logistics, and Account Management
• Escalate complex customer situations while maintaining ownership of communication and follow-through
• Participate in internal process improvement initiatives
• Participate in training on supported equipment, supply processes, service procedures, and internal systems
• Stay informed about process changes, operational updates, and customer experience initiatives
• Support special projects, operational initiatives, or pilot programs
• Provide support during high-volume periods or operational events as directed by leadership

• 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) highly desirable
• Experience supporting managed print, IT services, or equipment service environments is a plus
• Knowledge of basic printer, copier, and office equipment operations
• Knowledge of customer service and service dispatch processes
• Knowledge of order processing and supply chain support workflows
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
• Knowledge of CRM and helpdesk systems
• Ability to operate efficiently within multiple software platforms simultaneously, including service management, order processing, CRM, and monitoring systems
• Ability to prioritize workload and manage multiple requests in a high-volume operational environment
• Strong problem-solving and decision-making skills
• Professional communication with customers, technicians, sales teams, and internal stakeholders
• Accuracy and attention to detail while managing competing priorities
• Ability to take ownership of customer issues and drive resolution through collaboration and follow-through
• Ability to adapt quickly to process changes and evolving operational needs
• Flexibility and availability for scheduling across time zones supporting Eastern, Central, and Western U.S. regions

• Full-time employment
• Overtime may occasionally be available during high operational demand periods