Customer Service Specialist

About the role

The Customer Service Specialist is the primary point of contact for customers, providing support and information on company products and services. They resolve customer issues, communicate solutions, and gather necessary information to address inquiries. By coordinating with other departments, they ensure customer needs are met. This role is crucial for maintaining customer satisfaction and loyalty.

Responsibilities

• Manage the Customer Order processes from quote to payment, maintaining customer account records to ensure all interactions, quotes, orders, order status, and specific customer requests are handled accurately.
• Respond to incoming customer interactions through phone, email, online chat, or in person regarding pricing, delivery, order status, invoice inquiries, and technical questions daily. Conduct extensive fact-gathering and research, following up with customers in a timely manner.
• Source pricing and delivery options from various suppliers, establish part numbers, and determine customer sell prices in consultation with the Sales Representative to recommend pricing.
• Resolve problems using product knowledge to address customer issues and concerns, providing solutions for procurement and other situations to best satisfy customer needs.
• 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.
• Ensure a high level of customer satisfaction by addressing concerns and providing proactive communication.
• Perform other duties as required.

Requirements

• Bachelor's degree in Industrial Distribution or equivalent education and related experience is preferred.
• Two to five years of customer service-related experience in a technical or industrial field is required.
• Intermediate skill level using distribution or manufacturing software for sales order entry, inventory availability, purchase order inquiry, scheduled and acknowledged dates, open and converted quotations, and customer A/R account status. Experience with Prophet 21 is preferred.

Skills

• Excellent verbal and written communication skills, 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.
• Multitasking and prioritization skills.
• Organization and attention to detail.

Physical Demands

The work is sedentary. Typically, the employee may sit comfortably to perform the work. There may be some infrequent movement to transport items weighing no more than 15 pounds.

Work Environment

While performing the primary duties of the job, the employee is regularly exposed to a general office environment. Occasionally, the employee may enter the warehouse or industrial customer site environment, where noise, temperature, and hazard levels vary. Occasional overnight travel may be required. Work outside normal business hours is required from time to time.