Customer Service Specialist

The Customer Service Specialist is responsible for providing service to customers through timely and accurate entry of customer sales orders, ensuring excellent service standards are maintained at all times. This role provides product and service information including verification of items, pricing, delivery dates and proper invoicing. The CSS will research and resolve customer needs by using root cause analysis to prevent re-occurrence. Candidates must have strong organizational and prioritization skills along with the ability to stay focused and productive, managing all day to day tasks timely.

Essential Duties & Responsibilities:

• Execute the full order process including but not limited to; order adjustments and changes, parts, custom modification and pricing.
• Handle incoming calls and build lasting relationships with De Pere Cabinet customers including dealers and designers.
• Advocate for the customer by owning their questions and concerns and working relentlessly to deliver an exceptional customer experience.
• Assist with audits and reviews of all entered orders before posted for production.
• Provide back up support for order processing.
• Prepare and print reports and other internal documents as needed.
• Complete, maintain and process pertinent paperwork and records with high attention to detail to ensure accuracy.
• Flex schedule as needed to ensure orders are entered on time for production and due dates.
• Continuously train on the use of Cabinet Vision and suggest changes and updates to system as needed.
• Perform all other duties as requested or assigned.

Qualifications:

• 3-5 years of experience working in a customer support role in an office environment; Experience with cabinetry a plus but not required.
• Strong technical aptitude once trained and willingness to continually learn new business systems, processes and procedures.
• Display a high level of confidence, enthusiasm and a positive attitude with the desire to exceed customer expectations.
• Ability to remain focused and productive utilizing prioritization and organization skills to assist.
• Must display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion.
• Ability to communicate and work in a team environment.
• Proficient with Microsoft Office and comfortable learning internal systems/programs
• Strong evaluation and analysis skills.
• Strong attention to detail and accuracy.

Physical Requirements:

The physical requirements 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 constantly required to use hands and fingers to handle object and controls.

• Frequently required to sit, walk, and reach with hands and arms.
• Frequently required to talk or hear.
• Occasionally lift and/or move up to 10 pounds
• Occasionally lift and/or move up to 30 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

(Occasionally-1-25% of the time; frequently 26-75% of the time; constantly=76-100% of the time)

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.

While performing the duties of this job, the employee is occasionally exposed to fumes and airborne particles if out on the plant floor.

• The noise level in the work environment is low.

(Occasionally-1-25% of the time; frequently 26-75% of the time; constantly=76-100% of the time)

The above is not to be construed as an exhaustive statement of duties, responsibilities or requirements.