Customer Support Specialist

POSITION PURPOSE:
Responsible for engaging with customers on behalf of Ricca by answering phone calls or emails from customers to answer questions. Maintains expert knowledge about company products or services to best help customers.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Take customers’ orders by phone, fax, mail, email, and EDI, entering into the RICCA Chemical Company system, and verifying customer accounts, ship to locations, routing and processing instructions, units of measure, and price.
• Process export paperwork, SDS, and Certification requests.
• Expedite quote requests.
• Answer telephones and provide stock and pricing information, shipping information, order follow-up, and limited technical information. If necessary, screen calls and route them to the correct person or department.
• Fill special requests from customers regarding Proof of Deliveries (POD), Certificates of Analysis (COA’s or VOFA’s), Certificates of Compliance (COFC’s), Safety Data Sheets (SDS), catalogs and quotations.
• Maintain paperwork files (main files and EDI), preparing for monthly and yearly storage as required.
• Perform data maintenance activities concerning products, pricing, mailing lists, and customer accounts.
• Process non-technical complaints.
• Consistently meets/exceeds standards assigned within Functional Training Document (FTD) program.
• Other duties as needed.
• Commitment to the organizations values; High Standards, Bias for Action, Teamwork, CustomerObsession, Trust, Accountability, Innovation and Growth & Learning.

REQUIRED SKILLS:

• Basic understanding of computer and applications, i.e. Microsoft Word, Excel, Power point, etc.
• Strong interpersonal skills with the ability to interact with employees and customers.
• Ability to work in a high stress and task driven environment.
• Strong communication skills, strong customer focus, and the ability to adapt quickly to changes.
• Must be able to work with minimal supervision.
• Ability to multi-task.
• Well organized.
• Ability to handle customer issues by offering appropriate solutions and/or alternatives.

EDUCATION AND EXPERIENCE:

• High school diploma or GED, Associates degree preferred. 
• Minimum of two (2) years or more Customer Service experience preferred.
• Excellent telephone skills, and basic computer knowledge required.
• Ability to understand and then follow written and verbal work instructions and quality system procedures without direct and constant supervision after the initial training period is successfully completed and documented.
• Possess sufficient mental capacity to accommodate and successfully implement changes in work tasks when required.

WORK ENVIRONMENT:
The physical environment may require the employee to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions. This position may be working in the warehouse under various indoor environmental conditions, including supplemental heating in the winter months and without air-conditioning in the summer months. May be requested to work overtime and weekends. The position may occasionally be exposed to ruptured, leaking packages, some of which may contain Hazardous Materials. Where appropriate, proper safety equipment should be utilized and/or appropriate personnel notified. Frequently required to use personal protective equipment to prevent exposure to hazardous materials and chemicals. This job may require lifting of up to 50 pounds occasionally.

Salary : $22