Job Title: Back Office Support Agent
Department: Operations
Reports To: Angie
Job Summary
The Back Office Support Agent ensures the quality and accuracy of production processes by verifying production images against authorized and signed family documents. This role requires strong attention to detail, organizational skills, and proficiency in report generation. Effective communication with internal teams and customers is essential to maintaining high-quality standards.
Key Responsibilities:
Image Verification: Review and compare production images with signed family documents to ensure accuracy and detect discrepancies.
Error Identification & Reporting: Identify and report errors, discrepancies, or quality issues to uphold company standards.
Time Tracking & Documentation: Track and document time spent on verification processes to optimize workflow efficiency.
Daily Reporting: Prepare and submit daily reports on the number of stones checked and significant findings.
Communication: Maintain clear, professional, and timely communication with production teams and customers to address inquiries and provide updates.
Meeting Participation: Engage in meetings to discuss quality assurance, share insights, and contribute to process improvements.
Technical Tools Utilization: Use Smart Salem Tool, Freshdesk, and Excel to log and document quality control issues, ensuring data integrity.
Report Generation & Presentation: Create and update comprehensive reports, including KPI reports, sales reports, and order status updates, using Excel tools such as pivot tables and formulas.
Quote Creation: Develop accurate and detailed quotes based on customer requirements, ensuring clarity in pricing and specifications.
Quality Assurance (QA) Analysis: Conduct QA analysis of production images to ensure compliance with company standards.
Independent Work Management: Manage tasks efficiently with minimal supervision, prioritize workload, and meet deadlines.
Required Qualifications:
Education: High school diploma or equivalent.
Experience: Proven experience in quality control, data entry, administrative support, or a similar role requiring strong attention to detail.
Technical Skills: Proficiency in Microsoft Office (Excel, Word, Outlook) and calendar management.
Adaptability: Ability to quickly learn and operate company-specific tools (Smart Salem Tool, Freshdesk).
Attention to Detail: High level of accuracy in following instructions and completing tasks.
Initiative: Self-motivated with a proactive approach to problem-solving and independent work.
Preferred Qualifications:
Production Experience: Background in production or manufacturing environments.
CRM Familiarity: Experience using CRM or ticketing software.
Sales Quoting Knowledge: Understanding of sales quoting processes and pricing procedures.
Key Competencies:
Technical Proficiency: Ability to quickly learn and effectively use digital tools (Smart Salem Tool, Freshdesk, Excel).
Attention to Detail: Commitment to accuracy in verifying documents and reports.
Analytical Skills: Strong ability to generate reports, analyze KPIs, and present data effectively.
Organizational Skills: Efficient management of reports, customer requirements, and workflow.
Communication Skills: Excellent written and verbal communication for interactions with internal teams and customers.
Problem-Solving: Critical thinking and a proactive approach to issue resolution.
Independence: Self-disciplined with the ability to work with minimal supervision while meeting deadlines.
Physical Requirements/Work Environment
A laptop or desktop computer running Windows 10 or later.
Dual monitors required for QA checks
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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