Customer Service Specialist I

Summary

The Customer Service Specialist I is the key point of contact in managing the customer relationship throughout the order management and fulfillment process primarily through proactive communication of order status and expectations and actively resolving customer technical and logistical issues. The Customer Service Specialist reviews incoming purchase orders and customer email communication in detail to determine distribution to the proper department(s) for processing and response

Responsibilities

• Interpret and understand purchase order directions, including clarification and communication to the customer and internal departments when necessary.
• Proactively communicate status and order expectations to customers
• Reactively resolve any customer logistical issues
• Serve as key point of contact in managing the customer relationship throughout the order management and fulfillment process
• Navigate a shared email box, as well as customer portals, to find requests for quote and enter new RFQ’s in VuPoint.
• Navigate a shared email box, as well as customer portals, to find and download purchase orders.
• Navigate a shared email box to distribute and/or respond to customer communications. This communication should be timely, courteous and professional.
• Acknowledge receipt of purchase orders within customer portals as necessary.
• Assist with changes/updates to sales orders and purchase orders when necessary.
• Responsive to customers through prompt follow-up to order need, inquiries and issues
• Assist sales and service departments with questions.
• Assist customers with order acknowledgements, status and questions.
• Engage necessary resources to resolve order fulfillment issues when they arise
• Assist with following order fulfillment process for product availability and production determination
• Demonstrate superior customer service through written and verbal communication in a professional manner.
• High level interaction with all levels of department representatives, both internally and externally
  
  

Positional Requirements & Qualifications

Education & Experience

• High School diploma or equivalent
• Some customer service experience preferred
  
  

Skills & Abilities

• Customer-focused attitude (internal/external)
• Highly organized
• Ability to understand how your work affects other departments
• Effective time-management and sense of urgency
• Proficient attention to detail
• Resolves conflict in a positive manner
• Proficient Microsoft Office
• Aptitude for learning and using computer portals effectively
• Must be able to work independently and make decisions based on department procedures
• Must be able to travel and have a clear driving record in accordance to company driving guidelines
• Clear background check and drug/alcohol screening
  
  

Essential Physical Functions

• Lifting up to 25 pounds
• Bending, stooping, ability to stand for extended periods of time
• Must be able to travel and have a clear driving record in accordance to company driving guidelines
  
  

This job description is intended to describe the general nature and level of the work being performed. This is not an exhaustive list of all duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.