Customer Support Specialist

Position Summary:

The Customer Support Specialist plays a crucial role in customer satisfaction. This position requires excellent communication skills, problem-solving abilities, and a customer-centric approach. The primary responsibility of this position is providing a top-notch customer experience by accurately recording customer orders, addressing inquiries, coordinating product returns, and resolving complaints in a timely and professional manner.

Essential Functions:

• Communicate effectively and professionally with customers, both verbally and in writing through various channels such as phone, email, and fax.
• Enter order information into the company's database, ensuring that the orders are complete, accurate, and in compliance with established policies and procedures.
• Collaborate with other departments, such as shipping or the sales team, to ensure that orders are processed and fulfilled correctly.
• Address any customer inquiries or concerns regarding their order status or any other issues related to the order.
• Identify and resolve any discrepancies or issues related to orders, such as incorrect pricing or missing items.
• Coordinate product returns, credits, and replacements.
• Generate regular reports on order status, inventory levels, and other key performance metrics.
• Monitor UPS and FedEx tracking numbers for possible shipping delays.
• Update, organize, and maintain new and existing customer records in the company’s ERP and CRM systems.
• Develop a deep understanding of the company's products, prices, and services to provide accurate and up-to-date information to customers.
• Use product knowledge to offer appropriate solutions and recommendations based on customer needs.
• Clearly and concisely document customer interactions, including inquiries, issues, and resolutions.
• Provide regular reports or updates to the team or supervisor regarding customer feedback, trends, and recurring issues.
• Build and maintain strong relationships with customers by demonstrating empathy, professionalism, and a customer-focused attitude.

Education and Experience:

• 1-3 years of experience in order entry or customer service.
• Associates or Bachelor’s degree preferred.

Knowledge, Skills and Abilities:

• Must be able to work effectively as part of a team.
• Ability to adapt and learn quickly in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Patience, empathy, and a customer-oriented mindset.
• Ability to work under pressure and handle escalated situations.
• High organizational skills and attention to detail.
• Basic proficiency in CRM software and Microsoft Excel.