SUMMARY

We are seeking a service driven and detail-oriented Customer Support Specialist in our Sales Operations team. Be part of a dynamic team where your accuracy, efficiency, and commitment to providing top-notch customer service significantly impact our organization's success!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive and process warehouse customer orders with a goal of 100 % accuracy within scheduled deadlines.

• Resolve service and/or product requests promptly, effectively and accurately.

• Manage distributor sales email inbox; responding to emails promptly and accurately.

• Work with the Distribution department on order shipment issues.

• Must be able to accurately and efficiently use vendor web portals to retrieve purchase orders, revisions, order acknowledgements, etc.

• Maintain email management system within M3 for order acknowledgement, shipment notification, and invoicing.
• Maintain customer account notes for Distribution and Order Entry.
• Manage customer returns, overages, damages, and shorts, including creating return authorization numbers, call tags and freight pickups.

• Work with Finance team and the Dispute Specialist to enter all credit / debit requests.
• Resolve deduction questions and requests promptly, effectively, and accurately.

• Receive and forward, to the appropriate contacts, customs documents for Canadian accounts.
• Investigate discrepancy reports.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• The ability to work from a remote location (home) in the event of inclement weather.

• Work with other departments to provide the most efficient and accurate way of processing and shipping distributor orders.

• Strives to reduce waste, recycle products whenever possible, and re-use resources when practical.

• Works safely at all times, follows safety rules and policies and participates in scheduled training.

• Reports injuries and near misses promptly and in required detailed format; proposes corrective action.

• Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and 1 to 6 months related experience; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend moderately detailed instructions, short correspondence, or memos. Ability to write simple correspondence. Ability to speak effectively in one-on-one and small group situations with a limited group of people.

QUANTITATIVE SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

OTHER SKILLS AND ABILITIES

• Working knowledge of Microsoft Office programs including Word and Excel programs and other business software.
• Hands on experience with M3 order entry.
• Detail oriented.
• Excellent communication skills.
• Ability to prioritize and work on multiple projects simultaneously.
• Ability to work within a team concept.
• Organizational skills.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands and/or fingers to type, handle, or feel; talk or hear; and view a computer monitor or video display.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.