Customer Support Specialist

Receive phone and email inquiries from customers, take and enter orders, provide information such as product technical data, scheduling, shipments, and deliveries. Provide Business Development Managers and Sales Representatives with information and assistance. Generate quotes for customers via telephone and email.

Essential Duties and Responsibilities:

• Receives and initiates telephone communication with internal and external customers at all levels of the organization.
• Enters orders, credits, debits and other forms of specific product or customer information in SAP system.
• Supply invoices, status requests, and tracking to customers and sales employees.
• Provide quotes through the ERP system or telephone to customers and sales employees.
• Interface with planners, shipping, accounts receivable, product managers and production personnel to check deliveries on orders and quotations.
• Investigate and respond to enquiries and complaints from customers.
• Process RE & RGA requests while communicating with customers.
• Participate in the training of new customer service employees.
• Runs daily KPI reports.
• Additional duties as assigned.

Knowledge, Skills, Competencies, and Abilities:

• Ability to gain knowledge of all products, and services, offered.
• Proficient with Microsoft Word, Excel, PowerPoint, and PDF files.
• Ability to understand company policies and business practices.
• SAP experience preferred.
• JIRA experience preferred.
• Data entry and typing skills.
• Professional voice on the telephone.
• Ability to learn and perform all customer service tasks required in SAP.
• Excellent written and oral communication skills.
• Ability to work in a high pace environment.

Ability to work independently and in a team environment.

Ability to multitask.

Required Qualifications:

• High School Diploma
• 2 years' experience in customer service role.