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About talentbridge
talentbridge is a global leader in premium home‑and‑commercial solutions, delivering innovative products that enhance everyday living. With a legacy of craftsmanship, sustainability, and design excellence, talentbridge serves a diverse portfolio of customers—including wholesale distributors, retail partners, e‑commerce platforms, and end‑users across more than 150 countries. Our mission is to empower people to live gracious, healthy, and sustainable lives while fostering a culture of continuous improvement, inclusion, and bold leadership.
Why This Role Matters
As an Associate Customer Service Representative – B2B, you will be the trusted voice for talentbridge’s domestic and international business customers. Your ability to resolve inquiries quickly, provide accurate product and order information, and champion self‑service tools will directly influence customer satisfaction, brand loyalty, and revenue growth. This is a remote, full‑time position that offers a dynamic blend of communication, problem‑solving, and process‑driven responsibilities.
Key Responsibilities
Customer Support & Communication
- Serve as the primary point of contact for B2B customers via phone, email, and chat, handling inquiries such as inventory checks, purchase‑order status, lead‑time estimates, pricing requests, claims, and returns.
- Maintain a courteous, solution‑focused demeanor that reflects talentbridge’s brand values and service level agreements.
- Document all interactions in the CRM system with clear, concise notes to ensure seamless hand‑offs and future reference.
Order Management & Fulfillment
- Process new orders, order modifications, cancellations, and back‑order resolutions while coordinating with the logistics and warehouse teams.
- Track shipments, provide real‑time status updates, and proactively address any delivery exceptions.
- Generate accurate quotes, manage pricing adjustments, and support warranty claim processing.
Product & Distribution Knowledge
- Develop a deep understanding of talentbridge’s product portfolio, applications, and the physical distribution network to answer technical questions confidently.
- Stay current on new product launches, promotional programs, and regulatory changes that may affect B2B customers.
Self‑Service Tool Advocacy
- Promote the adoption of talentbridge’s self‑service platforms—including KCIC, SharePoint, and EDI—by guiding customers through setup, troubleshooting, and best‑practice usage.
- Collect feedback on tool usability and collaborate with the IT and training teams to drive continuous improvement.
Customer Experience & First‑Contact Resolution
- Prioritize first‑contact resolution, aiming to resolve at least 80 % of inquiries without escalation while meeting or exceeding service‑level targets.
- Identify recurring pain points and recommend process enhancements to senior leadership.
Project & Process Support
- Participate in cross‑functional projects focused on cost reduction, workflow automation, and overall customer experience enhancement.
- Assist the Supervisor or Team Leader with data collection, analysis, and presentation of findings.
Compliance & Reliability
- Adhere strictly to talentbridge policies, schedules, and procedural guidelines to ensure consistent service coverage.
- Maintain a reliable attendance record and be prepared to cover shift rotations as needed.
Essential Qualifications
- Education: High school diploma or GED required; an associate’s or bachelor’s degree in business, communications, or a related field is preferred.
- Experience: Minimum of two years of total work experience, including at least one year in a customer‑service or B2B support role.
- Technical Proficiency: Demonstrated competence with Microsoft Excel (data entry, basic formulas, pivot tables) and the broader Microsoft Office Suite.
- Problem‑Solving Ability: Proven track record of using data trends to conduct root‑cause analysis and implement corrective actions.
- Communication Skills: Excellent written and verbal communication, with the ability to convey complex information clearly and professionally.
- Eligibility: Must be authorized to work in the United States without sponsorship now or in the future.
Preferred Qualifications
- Completion of an internal Brand Ambassador Program within the first year of employment.
- Proficiency in French (or another second language) to support talentbridge’s multilingual customer base.
- Prior experience with enterprise resource planning (ERP) or customer relationship management (CRM) systems.
- Familiarity with electronic data interchange (EDI) processes and standards.
Core Skills & Competencies
- Customer‑Centric Mindset: Ability to anticipate needs, empathize with challenges, and deliver solutions that exceed expectations.
- Attention to Detail: Accurate data entry, meticulous documentation, and careful follow‑through on complex orders.
- Time Management: Efficiently prioritize multiple tasks in a fast‑paced environment while meeting deadlines.
- Team Collaboration: Work cooperatively with sales, logistics, finance, and IT teams to resolve cross‑functional issues.
- Adaptability: Comfortable navigating changing priorities, new technologies, and evolving customer expectations.
- Technical Literacy: Quick learner of new software platforms, with a willingness to champion digital tools.
Career Growth & Learning Opportunities
talentbridge invests heavily in the professional development of its associates. In this role, you will have access to:
- Structured onboarding and mentorship programs designed to accelerate your mastery of talentbridge’s product lines and service processes.
- Continuous learning pathways, including internal certifications, webinars, and tuition assistance for relevant coursework.
- Clear career ladders that can lead to senior customer‑service specialist, team lead, operations analyst, or account manager positions.
- Opportunities to participate in cross‑departmental initiatives, giving you exposure to supply‑chain, sales, and product development functions.
Work Environment & Culture
Our remote workforce is supported by a collaborative, inclusive culture that values diversity of thought and background. talentbridge promotes:
- Flexibility: While you will be scheduled to work Monday‑Friday between 7:00 AM – 5:00 PM, you can set up a dedicated home office that meets our connectivity standards.
- Inclusivity: A workplace where every voice is heard, and where equity, respect, and belonging are woven into daily interactions.
- Innovation: A forward‑thinking environment that encourages you to suggest improvements and experiment with new service models.
- Well‑Being: Programs that support mental, physical, and financial health, including employee assistance resources and wellness challenges.
Compensation, Perks & Benefits
talentbridge offers a competitive hourly wage ranging from $19.00 – $21.65, commensurate with experience, education, and geographic location. In addition to base pay, you will receive a comprehensive benefits package that typically includes:
- Medical, dental, and vision insurance with multiple plan options.
- Retirement savings plan (401(k)) with company matching contributions.
- Paid time off (PTO), holidays, and sick leave.
- Employee discount programs on talentbridge products.
- Life and accidental death & dismemberment (AD&D) coverage.
- Continuous learning stipend for certifications, courses, or conferences.
Remote Work Requirements (Equipment Provided)
- Reliable, hard‑wired internet connection (cable, fiber, or DSL) with a minimum speed of 10 Mbps download/upload. Wi‑Fi, dial‑up, satellite, or cellular connections are not acceptable for talentbridge systems.
- Dedicated, confidential workspace free from background noise and distractions.
- Full focus on delivering a world‑class service experience during scheduled shift hours.
- Responsibility for personal internet expenses.
How to Apply
If you are passionate about delivering exceptional B2B support, thrive in a remote setting, and want to grow your career with a forward‑looking industry leader, we encourage you to submit your application today. Join talentbridge and become part of a team that #BecomeMoreEveryday.
Equal Opportunity Statement
talentbridge is an equal opportunity employer. We recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability, or veteran status. Reasonable accommodations are available for candidates with disabilities upon request.
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