Customer Support Specialist - Grand Rapids

Summary:

Customer Support Service member at Crystal Flash (CF) are valued team members who are responsible for providing safe, prompt, efficient and caring customer service that always delights customers.  Responsible for ensuring customer needs are met and their expectations exceeded by providing excellent service and support.  They serve as the primary contact and service resource for CF customers through telephone calls, in person, or through other requests and interactions. 

Team members are expected to support the company’s mission and vision by demonstrating the following values:  integrity, safety and environmental protection, customer service, open communication, diversity, teamwork, and financial responsibility.

Essential Duties and Responsibilities:

• Answer customer calls in a timely and professional manner, assisting customers with best delivery options and scheduling, inform customer of any related testing required, fees or other issues with delivery process, problem resolution, billing, or payment questions.
• Process customer orders by entering all necessary information into the customer account software, obtaining necessary approvals, and producing a delivery order. 
• Perform related dispatching and routing functions, print, handle and distribute delivery tickets; ensure delivery reporting completed as required.
• Help customers in identifying high risk situations and potential safety hazards.  Respond to safety issues and emergency situations, keeping a calm and level demeanor.
• Perform physical inventory, reconcile system information, track invoices, and perform data entry and auditing to ensure inventory and product information is current.
• Achieve and maintain satisfactory levels of service in areas of greeting, account verification, customer needs/problem solving, protocol compliance, customer service quality, call center etiquette, and closure.
• Support department needs by performing other functions to maintain efficient and effective operations.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Certificates, licenses, registrations:

To obtain while in the position:  CTEP training, Hazardous materials handling training

Education and/or experience:

• High school or equivalent
• Minimum of 2 years related customer service or call center experience.
• Intermediate to advanced level experience with computers and Microsoft Office, email, internet, database applications are required along with excellent communication, interpersonal and organizational skills. 
• Excellent communication, interpersonal, and organizational skills required.