The Client Service Specialist is responsible for performing day to day activities in the customer service department; answer/distribute incoming calls, process customer orders, provide information in response to customer inquiries, resolve customer complaints, support sales team while providing unparalleled customer service. Works under general supervision in a team-based environment. Relies on limited experience and judgment to plan and accomplish day to day activities. Familiar with standard office procedures and technology.

Responsibilities:

• Provide exceptional customer service to all clients: scheduling, follow up, delivery confirmation, release programs.
• Accurately process customer quotes, orders, acknowledgements, return authorizations, set up new client accounts.
• Coordinate order management with the Customer, Planning, Shipping, and transportation when applicable.
• Answer customer FAQ’s regarding product, service, pricing, and delivery information questions in a timely and professional manner.
• Maintain client notes and records with the highest degree of accuracy in ERP systems.
• Field and distribute incoming phone calls and email inquiries. Qualify leads and inquiries – distribute to sales as required.
• Research and resolve customer concerns and complaints, escalate as needed.
• Serve as liaison between the customer and other company departments - planning, manufacturing, shipping, transportation, etc.
• Develop a detailed knowledge of our programs, products, and services.
• Maintain and promote both an environment of continuous improvement and lean manufacturing practices.
• Participate in team, customer complaint and other meetings, projects and events as required.
• Follow company policies, procedures and designated SOPs and Work Instructions.
• Create SOPs and Work Instructions, as needed, for a growing and expanding company.
• Comply with all safety guidelines and standards as dictated by 5S practices.
• All other duties and responsibilities as assigned.

Requirements:

• Minimum 2 years experience in customer service.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to work with others in a positive and collaborative manner.
• Demonstrated ability to organize and work accurately, follow instructions/schedules/timelines and handle multiple priorities.
• Must be flexible and able to adapt to changes in priorities with minimal supervision.
• Excellent organizational skills, strong attention to detail, and outstanding follow up.
• Proficient MS Office skills (Outlook, Word, Excel).
• Experience with ERP system.
• High School Graduation or equivalent preferred.
• Experience in the Manufacturing field a plus.