Customer Service Specialist

PRIMARY DUTIES AND RESPONSIBILITIES

• Manage the Customer Order processes from quote to payment, and maintain customer account records.
• Respond to incoming customer interactions through phone, email, online chat, or in person regarding pricing, delivery, order status, invoice inquiries, and technical questions.
• Sourcing pricing and delivery options from various suppliers, establishing part numbers, and determining customer sell prices in consultation with the Sales Representative.
• Resolve problems by using product knowledge to address customer issues and concerns and providing solutions for various situations, including procurement.
• Utilize research skills to troubleshoot customer problems using different product offerings or services available.
• Collaborate with internal teams such as Supply Chain, Sales, and Customer Service to ensure efficient order processing and fulfillment.
• Achieve high levels of customer satisfaction by addressing concerns and providing proactive communication.

QUALIFICATIONS

• Education: Bachelor's degree in industrial Distribution or equivalent amount of education and related experience is preferred.
• Experience: Two to five years of customer service-related experience in a technical or industrial field is required. Intermediate skill level experience using distribution or manufacturing software involving sales order entry, inventory availability, purchase order inquiry, scheduled and acknowledged dates, open and converted quotations, and customer A/R account status; experience with these operations in a Prophet 21 environment is preferred.
• Skills & Abilities: Excellent communication skills in both verbal and written, including the ability to understand technical requests and provide accurate product recommendations. Strong problem-solving skills. Ability to build relationships with both customers and suppliers. Product knowledge is preferred but not required. Aptitude to learn, grow, and use vendor websites for product knowledge base. Multi-tasking and prioritization skills. Organization and attention to detail.