Customer Service Specialist

Duties and Responsibilities

• Acting on all received internal and external customer requests (via phone, email or in person)
• Processing emailed customer Purchase Orders and other requests
• Quoting parts orders as requested via phone or email
• Ensuring accuracy when entering in all customer quotes and orders
• Ensuring accuracy for all customer request date and promise date for all orders
• Ensuring accuracy in pricing for all customer quote and order requests
• Ensuring accuracy in parts invoicing and freight
• Setting up parts returns
• Responding to customer issues in a friendly and timely manner to ensure customer success (via phone, email or in person)
• Resolving challenging customer issues and escalating to the appropriate parties when needed
• Providing customers with tracking and Proof of Deliveries upon request
• Timely answering incoming calls on product and service questions, customer issues, and providing amazing general customer service
• Timely responding to customer emails on product and service questions, customer issues, and providing amazing general customer service
• Providing customer support over the phone by taking orders and helping with all customer inquiries
• Providing customer support over the phone by assisting customer with troubleshooting for parts needed
• Providing customer support in emergency customer situations
• Performing customer follow-ups by phone and email as needed
• Working closely with our technical service response members to stay up to date on service and product knowledge
• Working closely with our shipping and receiving team to ensure customer order accuracy and customer returns accuracy
• Working closely with our purchasing department to ensure order accuracy
• Building real working relationships with customers, both internal and external
• Continuous knowledge building of all company products
• Keeping a clean and presentable workspace

Required Skills and Abilities

• Display professional communication, active listening, and personnel skills
• Strong knowledge of customer interface and interaction
• Critical thinking skills
• Email management skills

Education and Experience

• A high school degree, GED, or equivalent work experience
• Excellent customer service skills
• Ability to respond and adjust to changing or new situations
• Work well in fast paced environments and maintain professionalism in dealing with customers and co-workers
• Needs to be a self-starter and can work in unsupervised settings when needed

Other Requirements

• A current valid U.S. driver's license