Customer Service Specialist

Role: Customer Service Specialist

Location: Florence, Kentucky, 41042 – Hybrid

• The Customer Service Specialist is responsible for processing customer orders, handling order entry and shipment scheduling.
• The Customer Service Specialist performs necessary functions to meet customer requirements on a timely basis.
• Coordinate orders and shipments between Manufacturing and customers.
• Serves as liaison between internal departments and external customers or sales representatives.
• Supports assigned Rep Territory by processing customer inquiries, quoting prices, delivery information, and terms.
• Interface with departments handling activities such as credit and collections, sales, shipping and purchasing to ensure effective and timely service to customer. Handles phone, fax and email inquiries, discusses customers' needs, and recommends products that will best satisfy them, if possible. Refer advanced inquiries to appropriate Sales Manager, Technical Sales, or Product Champion.
• Perform essential administrative functions of scanning/indexing paperwork, releasing RMAs into Swecare, etc.
• Track and report to customer and sales staff delivery date, anticipated delays, conflicting terms and conditions of customer purchase orders. Communicates status of delayed orders, back orders or necessity of substitutions.
• Responds to complaints, and coordinates response with responsible departments.
• Use the guiding principles and tools of the Manufacturing System to drive continuous improvement, wherever applicable.

Minimum Qualifications & Experience:

• High school diploma or equivalent education required.
• Preferred Bachelor's degree in Business Administration, Communications, or related field.
• 1 - 3 years of general customer service experience.
• Evidence of mechanical aptitude, preferred experience in a manufacturing setting. Strong organizational, problem solving, phone and interpersonal skills.
• Ability to confidentally assess and mediate high pressure situations.
• Proficient in Microsoft Office applications and ability to work in multiple systems.