CUSTOMER SUPPORT SPECIALIST (1st shift)

The Customer Support Specialist interacts directly with customers and member companies in support of business objectives while understanding and ensuring compliance with customer requirements. Provide information about products and services. Professionally handle and resolve customer complaints utilizing a sense of urgency. Manage customer accounts with respect to order status and shipment tracking. Consistently communicate using a high level of credibility order and shipping status to customers. Support sales. Work proactively in all aspects of job responsibilities. Consistently deliver ‘Best in Class’ service while supporting ‘Best in Class’ products.

ESSENTIAL FUNCTIONS

• Proactively develop strong customer relationships and working knowledge of customer’s requirements through working directly with customer and their online resources such as: buying offices, quality offices, online order interfaces and vendor compliance web sites.
• Develop productive relationships with all levels of Sales and Marketing as well as Operational, Quality, Engineering, and Finance team members: resulting in strong and consistent customer support.
• Work with customer orders, hardcopy, e-mail & EDI, ensuring compliance with established order entry and acknowledgement KPI’s. Order accuracy, >98% accurate order entry, and follow up on properly update pricing tables as well as cross reference tables are critical functions.
• Meet customer expectations through communication and allocation.
• Consistently communicating with customers when promise dates change.
• Strong analytical skills required to process ERP data and link systematic processes in parallel with the understanding of business processes and their downstream effects.
• High level of initiative to take proactive action to:
  • Answer customer and sales inquires in timely and professional manner.
  • Assist in all levels of customer and consumer relations and support.
  • Understand product offerings, technical specifications and pricing.
  • Provide superior customer service demonstrating professionalism and courtesy.
• Ensure adherence to pricing guidelines and compliance with contract price documentation and correctness.
• Customer credits thoroughly researched, documented and processed in timely manner with root cause analysis to avoid future occurrences.
• Addressing customer complaints through: quality/complaint e-mail, QSI log, and internal communication to resolve complaints. Customer communication to provide closure and ensure satisfaction.
• Perform other duties as assigned or as the situation dictates

ADDITIONAL RESPONSIBILITIES

• Follow prescribed safety guidelines in accordance to ORAFOL Americas Safety program; use required PPE
• Maintains  an optimal level of product quality and adheres to ORAFOL’s Quality Program

The annual salary for this position is $55,000.00 - $70,000.00 depending on experience. 

Education Requirements:
Bachelors Degree or equivalent experience.
Work Experience:
Minimum 2 -3 years of experience related to customer service.
Aptitudes & Characteristics:
Passion to deliver Best in Class Customer Service in support of Best in Class Products.
Excellent organizational skills and self directed work process, multi-task.
Strong analytical skills with ability to follow through to resolution.
Superior communication (verbal & written) and interpersonal skills.
Excellent technical & system skills (E1, Inovisworks, Excel, Word, Microsoft Outlook), QSI.
Desire to make a difference.
Pro-active problem solver.
Solid understanding of customer service and how to deliver customer satisfaction at its highest level.
Detail oriented with excellent follow-up skills.
Outstanding research and problem solving skills.
Transactional Lean work processes.
Patience and ability to work with diverse personalities.
Ability to follow process / procedure.
Experience with EDI and Compliance.
Strong dedication to team success, contributes to team effort by accomplishing KPI results and cross training of team.
Utilizes Continuous Improvement in all aspects of position.
Demonstrated ability to meet and exceed customer expectations.
Integrity, accountability, reliability, responsibility.
Must has a positive can do attitude and a sense of accountability; takes initiative
Must be a fast learner, driven and self-motivated; strive towards continuous improvement

Salary : $55,000 - $70,000