Customer Solutions Specialist

Essential Duties

• Responds to customer inquiries received through phone, email, customer portals, and other communication channels.
• Solves customer concerns, order discrepancies, and service issues within established service-level expectations.
• Aids customers with product information, product applications, and basic technical support inquiries.
• Serves as a primary point of contact for order status, inventory availability, pricing, shipping, warranty, and return-related questions.
• Reviews and resolves purchase order discrepancies while ensuring accurate order processing and fulfillment timelines.
• Provides customers with accurate lead times, product availability information, and shipment status updates.
• Tracks shipments and assists customers with delivery inquiries, lost freight claims, and damaged shipment issues.
• Initiates return authorizations, warranty claims, and credit requests in accordance with company procedures.
• Collaborates with Sales representatives and internal business partners to deliver exceptional customer service and account support.
• Maintains accurate customer records and performs administrative activities including data entry, documentation, and electronic filing.
• Promotes key products and solutions that support company sales objectives and customer needs.
• Participates in departmental meetings and continuous improvement initiatives.
• Maintains current knowledge of company products, applications, industry trends, and customer requirements.
• Supports territory performance reporting, customer performance reviews, and pricing research as assigned.
• Coordinates with Purchasing, Warehouse Operations, Product Management, Information Technology, Accounting, and Shipping to resolve customer concerns and operational issues.

Required Qualifications, Skills, Abilities and Educational Requirements

• High School Diploma/GED
• 5 – 7 years of experience in inside sales or call center
• Proficiency utilizing computer systems such as Microsoft Office Suite
• Strong analytical skills with the ability to resolve customer related issues with limited supervision
• Experience working in a fast paced and high-volume work environment
• Ability to multi-task and manage priorities in an efficient manner based on urgency, management, and customer requests
• Proactive “self-starter” with a strong attention to detail and organizational skills
• Exceptional communication skills, both verbal and written, enabling effective interaction with employees on all levels as well as customers

Preferred Qualifications

• Bachelor’s degree in Business Administration or related field, or equivalent work experience
• JD Edwards experience
• Sage 100 and/or NetSuite experience
• OroCommerce experience
• Third-party retail experience
• Demonstrated skills in international customer service and shipping
• Bilingual in Spanish

Key Competencies

• Inter-Relationships

Physical Demands

• Work Environment: Professional office setting
• Requires the use of office equipment including computers, phones, and printers
• Occasional overtime may be required
• Physical Demands: Demand Frequency - Hear: Frequent, See: Frequent, Repetitive Motions: Frequent, Sit: Frequent, Talk: Frequent, Type: Frequent, Stand: Occasional, Bend: Occasional, Stoop: Occasional, Reach: Occasional, Walk: Occasional, Physical Work Percentage: Medium – 10 – 25 lbs 10 - 25%

Additional Information

• The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel. Job duties outlined in this job description are considered “Essential Functions” and have been formulated in accordance with the guidelines established by the Equal Employment Opportunity Commission (EEOC).
• The provisions of the American with Disabilities Act (1990) stipulate that employees must be capable of performing the “Essential Functions” of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the “Essential Functions.”
• DiversiTech is an Equal Opportunity Employer.