Customer Service Specialist I

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship, veteran status, uniform servicemember status, age, disability or any other legally recognized protected personal characteristics.

Position Objective:

Provide world-class Customer Service by exceeding customer expectations using advanced soft skill techniques, advanced

product and system knowledge, and timely yet thorough problem-solving/dispute resolution. This role will serve as a cross-functional liaison working with other departments, including Sales, Accounts Receivable and Operations, to ensure customer

satisfaction.

Key Accountabilities:

• Collaborate with customer, direct sales team, and other departments to provide information about

products and services, quotes, order entry including will calls, order confirmations, invoice copies,

customer complaints, and order status/maintenance.

• Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.

• Maintain knowledge on lead times, product information, pricing, shipping schedules and other

information to accurately and efficiently.

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and

comments, as well as actions taken in SAP and PC software systems.

• New Customer Set-up in SAP including working with the credit and collections department to process

credit application.

• Maintain knowledge on company products and processes.

• Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping

terms, pricing, and customer specific text requirements.

• Assists Credit department with invoice disputes and billing error resolutions.

• Provide freight estimates as required to ensure customer satisfaction; work with Operations on

delivery/freight estimates as required to ensure accuracy.

• Performs other duties as assigned.

Communication skills

Ability to calculate figures and amounts such as discounts, commission, and percentages.

Ability to apply basic algebra and geometry.

Problem analysis and solving

Organizational and planning skills

Attention to detail

Creativity

Team player

Stress tolerance