Customer Support Specialist

About the role

The Customer Support Specialist is the main point of contact for our customer base through various sales channels including Distribution Partners, Customers, Amazon, 80/20.net, Direct, etc. This individual will handle inquiries via all communication channels including Chat, Email, Phone. They are responsible for providing a World Class Customer Experience full circle each day to our distribution partners and customers and provide accurate information regarding our product and services to our broad customer base.

Responsibilities

• Provide a full circle World Class Customer Service Experience to our Customers and 80/20 team
• Responsible for logging all required information determined listed out in our department procedures into our Software applications
• Manage large volume of emails; sort and file away according to procedure
• Effectively and professionally, communicate to customers through all communication channels
• Cook up and respond to all Customer and 80/20 Team inquiries
• Aid customers with basic product quotes and applications
• Provide Freight Quotes
• Track Purchase Orders proactively and communicate progress to relevant parties
• Track Shipping Information and provide updates to Customers and 80/20 team
• Follow up on various projects and quotes in a timely manner
• Engage customers in natural communications aimed at enhancing their 80/20 experience
• Make customer sales calls with Sales Team
• Participate in continuous 80/20 LLC product training
• Be able to cross-reference competitively [Price and Availability]

Requirements

• High School Diploma or GED
• Previous customer service experience (retail, service industry, call center, etc.)
• Knowledge with online chat programs and working with freight lines
• Can speak, read, and write in English. Second language fluency is welcomed
• Experience with Windows Based Office Software (Excel, Word, PowerPoint, etc.)
• Strong math skills (add, subtract, multiply, and divide) along with knowledge of fractional and metric measuring methods
• Can read and follow Work Instructions and Procedures
• Interacts professionally with customers, distributors and 80/20 team while, showing patience with those who are new to 80/20’s products and services
• Demonstrates a positive attitude and works well in a fast-paced team environment while interacting with people
• Is self-assured and has the desire to succeed by taking initiative and following through on projects and tasks
• Possesses exceptional listening and communication skills
• Has the mindset to be an effective problem solver
• Has the knack to promote and sell 80/20 Inc. products
• Some travel may be required