What are the responsibilities and job description for the Customer Service Specialist position at Sunlit Arizona LLC?
Position Summary
The CS Specialist is responsible for providing exceptional customer service throughout the order fulfillment process, from processing orders and monitoring inventory to coordinating with internal teams and resolving any issues that may arise.
Essential Duties and Responsibilities
- Responsible for all administrative and operational and SAP related processing of routine requirements related to allocated business accounts.
- Provide high-quality customer service, handling all aspects of customer order fulfillment.
- Manage daily order fulfillment processes for customers proactively and effectively, expanding and securing market collaboration opportunities.
- Coordinate with key customers and address their service requirements, including pricing, order status, and standard product specifications/information.
- Provide feedback to customers regarding order status and/or changes following sample submission, updating all relevant customer information.
- Collect, record, and integrate customer complaints according to established procedures/systems.
- Proactively coordinate with relevant personnel (sales, logistics, warehousing, finance) to resolve issues, providing appropriate services and taking necessary corrective and preventive measures as per operational standards.
- Discuss order processing and returns with the service manager prior to addressing any unmet customer needs.
- Handle order processing and returns.
- Process customer orders, confirm in-house inventory according to established policies and procedures, and communicate relevant shipping information to customers after discussing scheduling. This also applies to returns procedures.
- Prioritize orders based on customer delivery requirements and delivery time or electronically processed deliveries.
- Ensure all required internal and external reports related to allocated business accounts are accurate and updated.
- Collaborate with cross-departmental teams to ensure efficient and timely execution.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Excellent communication and interpersonal skills
- Strong customer service orientation
- Ability to work independently and as part of a team
- Attention to detail and accuracy
- Proficient in Microsoft Office Suite or similar software
- Fluency in English and Chinese (Mandarin) is a plus
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person