Customer Service Specialist

About the role

Workrite Ergonomics is seeking a Customer Service Specialist to join their dynamic team. The ideal candidate should have great customer service experience and be excited about a new opportunity.

Responsibilities

• Address all incoming calls, voicemails, and emails received by the Customer Service team in a timely and professional manner.
• This includes but is not limited to order inquiries, change orders, returns, credits, lead time requests, freight quotes, delivery changes, and customer complaints.
• Follow up on all orders with concerns or discrepancies to resolve issues in a timely manner.
• Communicate with customers and/or sales team to resolve discrepancies on new Purchase Orders and finalize order once resolution is determined.
• Communicate delayed/missed shipment information to customers and sales team.
• Manage all daily work through Salesforce cases.
• Submit order/delivery correction requests in the form of credits and returns.
• Participate in process and product training.
• Provide proactive solutions and recommendations.
• Diagnose customer needs and action improvement plans.
• Continuously develop and expand knowledge of Workrite systems and procedures.
• Provide customer service support for international customers.
• Cook up projects and/or key accounts as needed.

Requirements

• 2 years of experience in data entry.
• A High School diploma or GED.
• Intermediate skills in MS Word and Excel.
• Ability to learn Enterprise Resource Planning (ERP) systems, Customer Relationship Management (CRM) systems and Order Management (OMS) systems.
• Ability to handle multiple priorities efficiently and effectively.
• Good verbal and written communication skills and good interpersonal skills with ability to deal with individuals at all levels, both inside and outside the organization.