What are the responsibilities and job description for the Customer Service Specialist position at Kelly Science, Engineering, Technology & Telecom?
Customer Service Specialist
As a Customer Service Specialist, you will take ownership of the end-to-end order management process for high-value, strategically important, and complex customer accounts. You will ensure the accurate and timely processing of orders, rigorous compliance with business guidelines, and seamless fulfillment—serving as a crucial link between the customer and the business. Your role will focus on building deep, trust-based relationships that support commercial objectives, swiftly resolving customer inquiries, delivering value-driven solutions, and consistently driving high customer satisfaction.
Key Responsibilities
- Manage the complete order entry and fulfillment lifecycle for designated business units or customer segments, often encompassing key, high-value, and/or complex accounts.
- Validate, review, and process orders in alignment with established processes, systems, and business rules.
- Maintain expert-level knowledge of company products, applications, and services to provide informed guidance to customers and internal stakeholders.
- Foster strong customer relationships through proactive engagement, understanding client needs, and gathering market intelligence to anticipate future requirements.
- Coordinate and oversee activities at assigned customer accounts, and flexibly support additional accounts leveraging your in-depth expertise.
- Uphold service levels in line with business priorities and customer expectations.
- Analyze and distinguish between customer requirements and organizational capabilities; recommend optimal, cost-effective solutions.
- Support the execution of commercial strategies across multiple business lines.
- Serve as a key resource and subject matter expert for critical systems, tools, and process improvements.
- Proactively identify and resolve complex order management issues and drive ongoing process enhancement initiatives.
Qualifications
- Bachelor’s degree required.
- Minimum 5 years’ relevant experience in order management, customer service, or similar roles.
- 1–2 years’ prior experience with SAP preferred.
Skills & Competencies
- Exceptional problem-solving and communication skills.
- Strong customer service orientation and business process awareness.
- Proficiency in SAP, Excel, and Microsoft Outlook.
- Ability to manage multiple priorities and build collaborative relationships across teams.
Salary : $23 - $25