Customer Support Specialist - Consumables

About the role

The Customer Support Specialist-Consumables is responsible for handling administrative and sales support tasks. This includes assisting the Sales Account Executive team in customer service, processing sales orders, returns/credits, and other tasks as necessary. The ideal candidate is a team player who is proactive in achieving team goals.

Job Responsibilities

• Support the Sales Account Executive team and process all their orders, demo requests, sales, and support requests, questions, and problems via telephone and computer.
• Listen, understand, and respond to customer inquiries about products, services, order status, stock availability, order shipment, and the placing of an order.
• Send Credit Application to new customers.
• Provide customers and sales personnel with information regarding order status.
• Responsible for sending tracking information and invoices to customers as necessary.
• Cook up with distribution and manufacturing partners to ensure the delivery of products on a timely basis.
• Reserve necessary stock holds for orders.
• Prepare, process, and monitor returns and credits to ensure prompt service and customer satisfaction.
• Work within the Sales Support team to provide support, coverage (vacation/sick days/out of office), as backup support to ensure no roadblocks to sales processing and order processing for customers and/or overflow workload to take on from the existing team.
• Aid in account receivables/collection activity where support is required to ensure prompt resolution to outstanding unpaid invoices for specific customers as needed.
• Create reports for customers as required by the team.
• Aid in special pricing submissions including Deal Registrations and Price Concessions.

Preferred Characteristics

• Experience with office machines – phone, calculator, fax machine
• Excellent Computer skills & Computer literate
• Excellent Task and Priority Skills
• Listening, understanding, and responding professionally
• Excellent problem-solving/judgment skills
• Excellent interpersonal, organizational, and communication skills (both verbal and written)
• Professional telephone manner
• Commitment to customer satisfaction, retention, and loyalty
• Ability to work independently in a fast-paced, team-oriented environment
• Strong multi-tasking and decision-making skills are required
• Experience utilizing a CRM system
• Microsoft Excel proficiency
• Experience working with consumable products such as labels, ribbons, tags, and other replenishment-based supplies required