Customer Support Specialist

Schonbek, a premium lighting brand and a member of WAC Lighting in Plattsburgh, NY is looking for a Customer Support Specialist. The Customer Support Specialist will serve as the voice of the Company to ensure a high level of customer satisfaction by responding to all customer inquiries.

Main Duties:

• Respond to requests regarding collateral material, return authorizations, order entry, check order status, ship dates, etc., ensuring a positive customer experience.
• Perform administrative duties to include file maintenance, research order status, research missing orders, etc.
• Ensure customer problem resolution by recommending corrective services to resolve customer complaints. Adjust minor complaints concerning invoicing, quality, and ship dates and offer alternatives to irresolvable problems. Refer complex complaints of product and service failures to the Customer Service Manager.
• Research customer questions regarding order and product applications and respond either in written or verbal form. Maintain appropriate product knowledge to inform the customer of product offerings effectively. Viewed as a resource of information by the customer.
• Remain current on various company policies and procedures relating to credit, sales, customer service, and marketing promotions.service


• Interface with IT to correct any problems with our systems. Interface with Design & Engineering to answer technical customer questions.
• Communicate with the credit department concerning customer credits, price discrepancies, and other credit-related issues.
• Coordinate with shipping and production to expedite order processing.
• Process orders and respond to phone, email, and fax inquiries placed by customers.
• Enter customer orders in an accurate and timely manner.
• Respond to inquiries received through the company website.
• Direct end consumers to local dealer showrooms and/or sales representatives.
• Ability to recognize and suggest process improvements.
• Other duties as assigned.

Requirements:

• Associate’s Degree in Business or Related Field Preferred, High School Diploma Required
• 2 Years in a Similar Role
• Proficient in Microsoft Office
• Excellent verbal and written communication skills: including listening and problem-solving.
• Basic knowledge of the company’s products, production, and scheduling systems, marketing, advertising, and promotion programs; and order fulfillment processes a plus.
• Ability to become skilled at building customer relationships.
• Ability to recognize trends and patterns in calls.
• Flexible, with the ability to shift focus on a regular basis.

The expected compensation is $22 - $25 per hour. The actual compensation will be determined based on experience and other factors allowed by law.