What are the responsibilities and job description for the Customer Support Specialist position at Accord Intermediate Holdings Inc?
Description:Join our team as a Customer Support Specialist and become an essential part of a dynamic, customer-focused organization.In this role, you'll collaborate with experienced professionals, guide customers through every step of the order process, and help deliver seamless, high-quality service that makes a difference every day. If you thrive on meaningful work and enjoy supporting both customers and colleagues, this is the opportunity for you.What You Will Be DoingYou’ll play a vital role supporting our Customer Service team—handling order entry, maintaining clear communication with customers, and partnering with colleagues to create seamless experiences. Your day will involve responding promptly and professionally to customer and sales inquiries, organizing workflow and order details, and entering essential information into our ERP system to ensure orders are built accurately.You’ll help maintain and organize customer files, safeguard confidential production estimates, and follow up with internal and external customers for efficient order processing.As the ‘voice of the customer,’ you’ll collaborate with manufacturing, attend department meetings, and proactively gather missing details to keep orders moving forward.You’ll help create a safe, high-quality work environment by following all safety, sanitation, and PPE protocols—and you’ll take on additional assignments to support our team’s overall success. This role supports the Customer Service department by assisting with order entry, communicating effectively with customers through verbal and written means, and collaborating with internal teams to ensure seamless customer interactions.Requirements:Ability to understand customer needs and relate them to production processesStrong organization, time management, and multitasking skills under pressureExcellent verbal and written communicationMeticulous attention to detail and accuracyProficiency with ERP systems (Epicor a plus) and Microsoft OutlookExperienceMinimum 2 years experience in a Customer Service role.A minimum of 1 year of experience in a supply chain, manufacturing or distribution environmentKnowledge of the packaging industry, specifically folding carton processes, is highly desirable. ERP system experience: knowledge of Epicor preferredOffice365 (basic experience with Word and Excel) Benefits & PerksMedical Insurance – We provide a choice of three medical plans. All three plans provide comprehensive medical and prescription drug coverage. The plans also offer many resources and tools to help you maintain a healthy lifestyle. Dental Insurance – Our dental plans offer you the freedom and flexibility to use the dentist of your choice. Our dental insurance covers routine checkups, cleanings, and other necessary dental procedures.Vision Insurance – We provide vision insurance that helps cover the costs of eye exams, glasses, and contact lenses.Health Savings Account (HSA) – Our benefits package includes a Health Savings Account (HSA), giving you a tax-advantaged way to pay for qualified medical costs and save for future healthcare needs.Flexible Spending Accounts - We offer two types of Flexible Spending Accounts (FSAs): a Medical FSA to cover eligible healthcare costs, and a Dependent Care FSA to help with childcare or elder care expenses. Both allow you to set aside pre-tax funds.Life Insurance and AD&D – We provide basic life insurance coverage for all employees at no cost. You also have the option to purchase supplemental life insurance for yourself, your spouse, and your children. Disability Insurance – To protect your income in case of illness or injury, we offer both short-term and long-term disability insurance, fully paid for by the company. You can also choose to purchase additional short-term disability coverage for even greater financial security.Commuter Benefits – We offer commuter benefits that allow you to use pre-tax dollars to pay for eligible transportation expenses like transit passes, carpooling, and parking. Employee Assistance Program – Life is full of challenges and sometimes balancing them is difficult. We are proud to provide a confidential program dedicated to supporting the emotional health and well-being of our employees and their families.Vacation Time – We believe in the importance of work-life balance and provide paid vacation time to all employees. The amount of vacation time you accrue increases with your tenure at the company.Personal Time – Exempt employees receive paid personal time to use for short-term absences due to personal needs, appointments, or other unexpected events. This time is separate from vacation time.401K Retirement – We offer a 401(k) plan to help you build a secure retirement. You can contribute a portion of your paycheck on a pre-tax or Roth basis, and we also provide a company match to further boost your savings.Paid Parental Leave – We offer paid parental leave to eligible employees following the birth or adoption of a child, providing time to bond with and care for your new family member.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.