What are the responsibilities and job description for the Customer Support Specialist - Consumables position at Levata?
Who we are:
At Levata, we believe in making your journey with us seamless, impactful, and filled with opportunities to elevate your potential. As we think big, we enable what's next by leveraging our knowledge of what's possible today. Join a team where complexity doesn't mean confusion but rather a deep dive into understanding, surfacing with clear options and recommendations.
About the Role:
- The Customer Support Specialist is responsible for handling administrative and sales support tasks. This involves assisting the Sales Account Executive team in customer service, processing sales orders, returns/credits and other tasks as necessary. SSA will be a team player and be proactive in achieving team goals. The ideal Customer Support Specialist has vigilant attention to detail, consistently applies initiative and common sense to solve problems, brings keen organizational skills to every aspect of their professional life, and possesses a natural ability to deal with large volumes of documents with speed and accuracy - and they do all this while maintaining a positive attitude.
Job Responsibilities
- Will support the Sales Account Executive team and process all their orders, demo requests, sales, and support requests, questions, and problems via telephone and computer.
- Listen, understand and respond to customer inquiries about products, services, order status, stock availability, order shipment and the placing of an order. Send Credit Application to new customers. Provide customers and sales personnel with information regarding order status.
- Responsible for sending tracking information and invoices to customers as necessary.
- Coordinate with distribution and manufacturing partners to ensure the delivery of products on a timely basis. Reserve necessary stock holds for orders.
- Prepares, processes, and monitors returns and credits to ensure prompt service and customer satisfaction.
- Work within the Sales Support team to provide support, coverage (vacation/sick days/out of office) as backup support to ensure no roadblocks to sales processing and order processing for customers and/or overflow workload to take on from the existing team.
- Assist in account receivables/collection activity where support is required to ensure prompt resolution to outstanding unpaid invoices for specific customers as needed.
- Create reports for customers as required by the team.
- Assist in special pricing submissions including Deal Registrations and Price Concessions.
Relationships and Roles
- Establish and maintain excellent relationships with all Levata departments.
- Integral role in customer satisfaction. Dealing directly on customer complaints on product orders, service orders and works diligently to resolve and escalate to Supervisor when required for prompt resolution.
- Participate in other duties and special projects that relate to the Sales Team.
Preferred Characteristics
- Experience with office machines – phone, calculator, fax machine
- Excellent Computer skills & Computer literate
- Excellent Task and Priority Skills
- Listening, understanding and responding professionally
- Excellent problem-solving/judgment skills
- Excellent interpersonal, organizational and communication skills (both verbal and written)
- Professional telephone manner
- Commitment to customer satisfaction, retention, and loyalty
- Ability to work independently in a fast-paced, team-oriented environment
- Strong multi-tasking and decision-making skills are required
- Experience utilizing a CRM system
- Microsoft Excel proficiency