Customer Service Specialist - ERS- Paula - Todd

Position: Customer Service Specialist

Overview:
The Customer Service Specialist will be the primary point of contact for addressing customer inquiries, handling price and delivery requests, providing order and product shipping status, and resolving complaints to deliver exceptional customer support.

Responsibilities:

• Order Management: Accept and process customer product orders via email, phone, EDI, or fax, with the majority received through email (Sales Force & Outlook).
• Order Entry: Enter customer orders using the KeCommerce website or Microsoft Dynamics GP.
• Inquiries & Status Updates: Handle customer inquiries regarding order status, ship dates, tracking, and product availability. Verify the accuracy of orders.
• Freight Calculations: Perform freight calculations using StarShip software.
• Issue Resolution: Address product inquiries, complaints, billing discrepancies, and shipping errors. Process return requests, return authorizations, and credit memos.
• Cross-Functional Coordination: Work with sales, product management, and operations to ensure excellent customer support and responsiveness. Coordinate with field sales representatives, Materials Planning, and Production departments to ensure product availability.
• Account Maintenance: Maintain accurate customer accounts and records in Sales Force.com, including details of interactions, inquiries, complaints, and return requests.
• Product Knowledge: Learn product applications to assist customers with product selection and answer inquiries or forward them to the appropriate staff.
• Additional Projects: Undertake other projects as assigned.

Knowledge, Skills, and Abilities:

• Excellent communication skills with active listening.
• Service-oriented with strong problem-solving abilities.
• Proficient in MS Word and Excel; experience with Great Plains and Sales Force software is a plus.
• Basic knowledge of measurements and general math skills for assisting with orders.
• Ability to multitask, take on additional responsibilities, and work well with others.
• Willingness to learn and adapt in a changing environment.

Qualifications:

• Minimum of two years of experience as a customer service representative.
• Strong verbal communication and problem-solving skills.

Work Environment/Physical Demands:

• Office environment with prolonged sitting in front of a computer.
• Requires hand-eye coordination and manual dexterity to operate standard office equipment.
• Occasional high stress when dealing with customers/clients. Ability to lift up to 15 lbs.

Apply today to join our team and contribute to delivering top-notch customer service!

Position: Customer Service Specialist

Overview:
The Customer Service Specialist will be the primary point of contact for addressing customer inquiries, handling price and delivery requests, providing order and product shipping status, and resolving complaints to deliver exceptional customer support.

Responsibilities:

• Order Management: Accept and process customer product orders via email, phone, EDI, or fax, with the majority received through email (Sales Force & Outlook).
• Order Entry: Enter customer orders using the KeCommerce website or Microsoft Dynamics GP.
• Inquiries & Status Updates: Handle customer inquiries regarding order status, ship dates, tracking, and product availability. Verify the accuracy of orders.
• Freight Calculations: Perform freight calculations using StarShip software.
• Issue Resolution: Address product inquiries, complaints, billing discrepancies, and shipping errors. Process return requests, return authorizations, and credit memos.
• Cross-Functional Coordination: Work with sales, product management, and operations to ensure excellent customer support and responsiveness. Coordinate with field sales representatives, Materials Planning, and Production departments to ensure product availability.
• Account Maintenance: Maintain accurate customer accounts and records in Sales Force.com, including details of interactions, inquiries, complaints, and return requests.
• Product Knowledge: Learn product applications to assist customers with product selection and answer inquiries or forward them to the appropriate staff.
• Additional Projects: Undertake other projects as assigned.

Knowledge, Skills, and Abilities:

• Excellent communication skills with active listening.
• Service-oriented with strong problem-solving abilities.
• Proficient in MS Word and Excel; experience with Great Plains and Sales Force software is a plus.
• Basic knowledge of measurements and general math skills for assisting with orders.
• Ability to multitask, take on additional responsibilities, and work well with others.
• Willingness to learn and adapt in a changing environment.

Qualifications:

• Minimum of two years of experience as a customer service representative.
• Strong verbal communication and problem-solving skills.

Work Environment/Physical Demands:

• Office environment with prolonged sitting in front of a computer.
• Requires hand-eye coordination and manual dexterity to operate standard office equipment.
• Occasional high stress when dealing with customers/clients. Ability to lift up to 15 lbs.

Apply today to join our team and contribute to delivering top-notch customer service!