Customer Support Specialist

The Customer Support Specialist interfaces directly with customers, assisting them with product information, order processing, general inquiries, and problem resolution. The primary focus is on original equipment (OE) program support, with an additional focus on Special Markets customers, including Insurance Replacement and Fleet Sales. The role also works directly with suppliers to place orders and manage customer expectations, and requires a basic understanding of account procedures and processes.

Responsibilities

• Problem resolution (e.g., missing items, incorrect items, order tracking, etc.)
• Filing and maintaining order records per company policy
• Supplier customer service‑related problem resolution
• Receive and respond to customer hard‑copy/email requests (product information, availability, pricing, RGA, loaner tools, etc.)
• Receive and process incoming faxes, internet orders, and emails for Special Markets and OE programs
• Paperwise – add freight from supplier invoices to shipment tracking in LN within 7 days of invoice receipt
• Sort and route SBS invoices, distributing appropriately (job automatically runs)
• Assist with policy and procedure SOX compliance
• Drive cross‑training to support all programs effectively
• Assist with reporting
• Communicate clearly with customers while remaining sensitive to ongoing conversations in the call center
• Manage ETI errors and make necessary updates to successfully process orders
• Manage standing customer orders and process according to terms (weekly, monthly, designated ship days)
• Maintain an excellent understanding of various product offerings and suppliers
• Present customers with new program offerings, websites, and promotions offered by SBS
• Issue purchase orders to meet all customer orders as needed

Qualifications

• Associate degree or equivalent of 2 years related experience
• Proficient data entry
• Clear understanding of computer functions and program operations obtained through a minimum of 2 years customer service experience
• Experience with leadership role on special projects or campaigns
• Understanding of basic account procedures
• Excellent communication skills
• Ability to consistently maintain a professional and positive attitude when dealing with both internal and external customers
• Multi‑tasking with accuracy and promptness in a busy customer care environment
• Basic knowledge of Microsoft Office
• Ability to interface cooperatively with the call center team and related departments
• Product knowledge or aptitude for technical automotive applications of tools and equipment