Customer Service Specialist

Responsibilities

• Partners with Sales to create new customer items; uses PLS form to create items in Radius.
• Enters customer sales orders; ensures all requirements have been met per order (product/order mins, pricing details, Leadtime needs).
• Delivers complete, accurate, and timely sales order details to support internal order processing.
• Reviews open order reports daily and drives communication—advising customers on changes in dates.
• Manages expedited shipments as necessary, with required management approval.
• Creates expedited sales order requests with scheduling as needed.
• Processes Returns and Credits as needed. Provides timely feedback to ensure customers have an effortless experience.
• Adds, modifies customer contacts in Salesforce CRM—data is leveraged for satisfaction surveys, marketing, and tradeshow announcements.
• Leverages Salesforce CRM to collect insights into customer expectations, along with capturing interactions via service calls, successes, and problems to drive ongoing improvements.
• Liaises as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production, and Shipping) to improve the entire customer experience.
• Escalates internal systematic/process concerns until final solution/resolution is provided to the customer.
• Maintains product awareness—technical understanding of products/processes.
• Processes and manages non-conformances with internal and external customers.
• Provides samples to customers.
• Attains pricing or price lists on existing items as needed.
• May require light travel to internal meetings or customer meetings.

Qualifications

• Exceptional customer-facing communication skills; excellent listening skills.
• Action-oriented, assertive, and diplomatic.
• This position requires an individual who enjoys working with a sense of urgency and creative problem-solving.
• Thrives on challenges.
• Attitude—friendly, patient, positive.
• Values teamwork and supports a team environment.
• College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.

Working Conditions And/or Physical Requirements

• Hybrid Office position: 3 days in local office with 2 remote—scheduled with Manager.
• Must be able to work during the hours between 8 a.m. and 5 p.m.