Customer Support Specialist I

Banner Solutions is more than a typical door hardware distributor – we’re obsessed with making our customers’ jobs easier through inventory availability, product findability, and top-tier customer support.We are Securing Every Doorway and Beyond with Trusted Solutions.Our expertise spans commercial, electronic access control, residential hardware, and locksmith supplies, supported by an industry leading e-commerce platform featuring products from over 260 manufacturers. Banner Solutions aims to simplify and enhance customer experiences through efficient processes and personalized service, setting new standards in the industry. We are entering an exciting phase of growth and expansion supported by significant investments!Position SummaryWe are seeking a Customer Support Specialist to join our frontline team. In this role, you will be responsible for resolving customer inquiries and escalations across multiple communication channels, ensuring a seamless and positive customer experience. You will play a key part in supporting our business objectives by driving service level excellence and delivering first-contact resolution.The working hours for this position are 10:00 to 7:00 Central Standard Time. ResponsibilitiesCase Management & CommunicationManage and resolve customer cases using Salesforce (SFDC) with a focus on accuracy and timeliness.Respond to customer inquiries via phone and email, delivering clear, professional, and empathetic communication.Draft well-written, customer-focused emails that build trust and effectively communicate solutions.Issue Resolution & Escalation SupportHandle escalated cases and collaborate with internal teams to drive swift and effective resolutions.Research customer correspondence and order history to identify and resolve root issues.Process Return Merchandise Authorizations (RMAs), refunds, and adjustments per policy.Service Level & Channel PerformanceMonitor and manage case volume across phone and email channels to ensure service levels (SLAs) are consistently met.Support workload balancing across channels and respond in real time to service fluctuations.Customer Experience & Process ImprovementUphold a customer-first mindset in all interactions and ensure a seamless support experience.Identify customer friction points and collaborate on root cause solutions.Contribute insights and feedback to improve tools, processes, and overall service delivery.Cross-Functional CollaborationPartner with teams across Sales, Operations, and Logistics to ensure a cohesive and responsive customer journey.Advocate for customer needs and represent the voice of the customer in cross-functional discussions.What you need to have (let’s call them Desired Skills and Background): 2 years of customer service or support experience, preferably in a B2B environmentProficiency in Salesforce (or similar CRM platforms) and Microsoft Office SuiteExcellent written and verbal communication skillsStrong attention to detail and problem-solving abilityAbility to manage multiple priorities in a fast-paced environmentDemonstrated commitment to delivering exceptional customer experiencesExperience with root cause analysis or continuous improvement is a plusWe do our best to write realistic, accurate job descriptions, but we also recognize that great talent comes in many forms and from many backgrounds. Not sure if you meet all of the above bullets? Please apply anyway!