Customer Service Specialist

General Purpose: 

Provide assigned customers with the best possible customer experience and service regarding but not limited to product and service information, order management activities, billing inquiries, delivery information, and general requests. Manage customer orders from receipt of order through cash application, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date of invoice. Analyze each situation and take appropriate action to meet customer needs. Determine the best method to resolve problems to ensure customer satisfaction and adherence to the department’s procedures and policies. Work under moderate supervision.

Duties and Responsibilities: 

• Interact with customers over the telephone or through written communications; interview customers to obtain information and give information about available services or in response to inquiries about order status, logistics issues, accounts, products, and services
• Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions. Navigate multiple systems during the order management process
• Facilitate conversations between sales/brokers, transportation, production schedulers/plant employees, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, or logistics issues such as shortages, transportation, and product availability
• Resolve or coordinate the resolution of customer issues and inquiries following defined processes and procedures. Escalate as appropriate
• Coordinate the return of unwanted or damaged customer products including obtaining proper authorization for said returns
• Assist in researching and identifying root cause analysis around account or customer specific issues
• Solicit information regarding forecasted needs from customers as requested
• Build positive and effective relationships with internal/external contacts (plants, sales, credit, customers); learn about their processes, requirements, etc., in order to provide exceptional account support
• Collaborate with peers to determine best solutions to support overall customer service needs
• Coordinate customers' service needs with other departments as required to ensure customer service
• Update and maintain customer documents or files using internal recordkeeping systems
• Identify and solicit new or additional services or products
• Support sales as needed, including generating customer reports
• Cross-train and provide back-up assistance to others in the department
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required

Qualifications:

Required Minimum Qualifications: 

Education and Experience 

• High school diploma or equivalent
• 1 to 3 years of customer service, customer account management, or related experience
• Certification and/or License – may be required during course of employment

Necessary Knowledge, Skills and Abilities

• Knowledge of and skill with Microsoft Office Suite and company computer systems
• Strong customer-centric mindset
• Able to respond courteously and efficiently to inquiries, complaints, and requests
• Able to project a professional image
• Able to interact positively and work effectively with others (interpersonal skills)
• Able to communicate clearly and effectively, both verbally and in writing, for a diverse range of internal and external audiences to ensure customers’ needs and requirements are met
• Able to conduct research into issues or situations
• Able to follow through and accomplish tasks through to completion
• Able to complete basic arithmetic, such as addition, subtraction, multiplication and division
• Able to multi-task and work in a fast-paced environment
• Able to work with accuracy and attention to detail
• Able to perform daily tasks and duties without constant supervision