Customer Service Specialist

About the role

The Customer Account Specialist position is responsible for providing best in class customer service to Sales and a portfolio of assigned customers. Accountable for managing customer orders through the pipeline to facilitate growth of existing accounts. In the event of absence, these job responsibilities will be covered by an employee in the “CSS role” or “Manager or Director of Service” position.

Responsibilities

• Partners with Sales to create new customer items; use PLS form to create items in Radius.
• Enters customer sales orders; ensuring 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 change in dates.
• Creates shipping release with a high level of accuracy; to achieve on time delivery.
• Manages expedited shipments as necessary, with required management approval.
• Creates expedited sales order requests with scheduling as needed.
• Processes Returns and Credit as needed.
• Provides timely feedback so 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.
• Captures 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 customer.
• Maintains product awareness- technical understanding of our 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.

Skills and 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 team environment.
• College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.