Job Description

What would a typical day look like as a Customer Service Administrative Assistant at Digicomm International?

In this role you will maintain fantastic relationships with and provide phenomenal service to Digicomm’s internal teams and external customers, the largest cable operators and service providers all over the world. You would ensure that we exceed their expectations throughout the purchasing process all the way through final delivery. When issues (e.g. customs, shipping, etc.) arise, you'd work to propose solutions in partnership with the Customer Service team. And you would leave the office every day knowing that your work enables our customers to seamlessly run their businesses around the world.

Digicomm International is a leading national and international supplier and manufacturer of CATV/FTTx equipment that has experienced year-over-year growth as their product lines have continued to diversify. Known for our exceptional commitment to customer service, Digicomm is a top-rated distributor to many well-known cable and broadband operators across the country including Comcast and Charter as well as many international operators in Mexico, Latin America, and Asia. Digicomm is a privately held company that offers a customer-centric work environment poised for continued growth.

What we'll expect from you and what you'll be doing:

• Maintain strong internal and external customer relationships, ensuring updated information is provided in a timely manner
• Manage the Customer Service team email queue by converting appropriate emails to cases within our CRM, utilizing team knowledge and critical thinking to discern which team member should be tagged based upon the request, subject, and timing, and marking emails as addressed in the inbox
• Accurately categorize case by customer, merging related cases as needed
• Assist with CRM data management, including cleanup efforts to eliminate duplicate information and correct inaccurate account information, ensuring data accuracy and consistency
• Track orders and ensure successful final delivery, including providing product ETAs, packing lists, and proof of delivery to customers upon request
• Provide administrative assistance to our Customer Service leadership and team by managing ad-hoc requests and projects with strong time management, organization, and follow up skills
• Assist our quote upload team in all aspects of uploading daily quotes; confirming that all quotes get to our virtual assistant for upload, reconciling daily CS quotes confirming that all quotes are accounted for, resolving questions from the quote upload team, and verifying that all quotes were uploaded to the QDB tool, researching any items that failed
• Assist our front desk administrative team in receptionist duties such as using strong interpersonal skills to welcome clients and guests to our office and manage the Digicomm phone line
• Utilize strong problem-solving skills and cross-functional collaboration to achieve satisfactory resolutions to issues
• Respond to requests with a proactive and adaptable mindset, effectively prioritizing tasks and navigating competing demands to deliver timely and resourceful solutions
• Accurately document customer and company files to maintain data integrity
• Demonstrate a high sense of urgency and extreme attention to detail in all you do
• Other duties as assigned

Digicomm International is committed to the full inclusion of all qualified individuals. As part of this commitment, we ensure that candidates and employees with disabilities are provided reasonable accommodations.

Requirements:

• Authorization to work in the U.S.
• Associates or Bachelor’s degree preferred but not required
• 2+ years professional business-to-business work experience in administration, customer service, or a related discipline
• Demonstrated ability to prioritize tasks effectively in a dynamic environment, balancing competing demands while maintaining a focus on high-quality outcomes
• Exceptionally customer-focused with advanced written and verbal communication skills.
• Advanced computer skills, specifically Microsoft Excel
• Exposure to Microsoft Dynamics, or a similar CRM, preferred but not required
• Willingness to remain flexible and adapt to change as we continue to grow as a company.

Digicomm International is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state or local laws.

What you can expect from us:

This position offers a competitive compensation package including a base salary range of $45,000 - $55,000 per year and the opportunity to earn a quarterly bonus based on personal and team performance. The salary range will be commensurate with experience and qualifications.

Digicomm also offers a comprehensive benefits package that includes:

• Employee medical coverage premiums paid in full by Digicomm
• Dental and vision plans
• 401(k) plan with employer match that is fully vested upon enrollment
• PTO- Paid time off
• Company-paid Life and AD&D insurance
• Company-paid Short and Long-term Disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) or Health Reimbursement Arrangement (HRA)
• Professional development opportunities and career pathing
• Monthly happy hours and teambuilding events
• Semi-annual company celebrations

Digicomm International is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state or local laws.

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