Customer Support Specialist

Key Tasks and Responsibilities :

• Efficiently manage inbound calls, prioritizing exemplary customer service and prompt response times.
• Handle daily email inquiries from customers, ensuring timely, effective communication and customer satisfaction.
• Provide accurate information on pricing, shipping dates, potential delays, and product or service queries.
• Accurately enter and verify customer orders in NetSuite, highlighting any discrepancies or issues.
• Proactively manage order statuses, including expeditions, pricing adjustments, and product availability updates.
• Communicate order confirmations and estimated delivery times, ensuring accuracy based on available data.
• Oversee shipment confirmations and update tracking information in the system as necessary.
• Cultivate strong customer relationships through reliable information and timely response to inquiries.
• Continuously enhance product knowledge to offer informed and effective support.

Education, Experience, and Skills :

• High school diploma mandatory; Associate’s or Bachelor’s degree preferred.
• Minimum of 5 years in a customer service role within a fast-paced, diverse environment.
• Demonstrated proficiency in advanced customer service techniques across various platforms (phone, email, chat, etc.), with a customer-centric approach in all tasks.
• Minimum of five years experience with Microsoft Office, database software (preferably NetSuite), and CRM systems.
• Exceptional oral and written communication skills, with a professional demeanor suitable for brand representation.
• Fluency in Spanish is required to accommodate a diverse customer base and ensure effective communication across all customer interactions.

Additional Notes :

• Candidates should be prepared to adapt to evolving responsibilities and wear multiple hats within our dynamic business environment.
• A commitment to continuous learning and product knowledge enhancement is crucial for success in this role.

Last updated : 2024-02-24