Senior Customer Service Specialist

Fully onsite: Monday–Thursday 8am–5pm; Fridays 8am–4pm.

About the role

Join our thriving team as a Customer Service Specialist, where you'll play a crucial role in ensuring our clients receive quick, efficient, and courteous service. With over 50 years of proven industry excellence, you'll be part of a legacy that upholds our client's commitment to outstanding customer satisfaction. Your expertise will impact customers' experiences and contribute significantly to their reputation in the manufacturing sector.

Responsibilities

• Provide everyday customer support via phone, email, and occasional face-to-face interactions.
• Fulfill typical customer requests, including:
  • Pricing and quotes
  • Technical product questions and troubleshooting
  • Product availability and lead time
  • Invoice information
  • Customization capabilities
  • Freight issues
  • Damaged products and replacement parts
  • Warranty details
  • Commission and payment issues
  • Purchase orders
• Frequent order review and entry, including:
  • Checking part numbers for errors
  • Confirming project and customer locations
  • Calculating and assigning appropriate commission levels to sales representatives
  • Entering order details into Brownlee’s manufacturing software

  Order entry is of the utmost importance; mistakes must be avoided. Candidates must be organized and acutely detail-oriented.

• Quick and effective resolution of technical product issues, job problems, and customer disputes.
• Proactive follow-up with customers to stay ahead of potential issues.
• Collaborate closely with the customer service team, as well as other departments such as sales, engineering, and production on a daily basis.

Requirements

• A minimum of 3 years of proven experience in a customer-facing role, particularly in customer service, sales, or quotations.
• Strong background in manufacturing, construction, architecture, or engineering fields.
• Proficient in Outlook email and excellent telephone communication skills.
• Advanced communication abilities, capable of managing multiple tasks concurrently.
• Highly organized and detail-oriented, with the ability to accurately enter orders and resolve issues swiftly.
• Proficient in performing mathematical functions, such as calculating commissions and quotations.

Schedule

Monday–Thursday 8am–5pm; Fridays 8am–4pm (fully onsite).