CUSTOMER SERVICE SPECIALIST

Job Description

Job Description

Position Summary

In this role, a strong work ethic and keen attention to detail are essential. Reporting to the Customer Service Manager and aligned with the company’s Principles and Goals, the Customer Service Specialist is responsible for processing incoming orders, providing product and service information, and resolving customer inquiries in a timely and professional manner via phone and email. Candidates should have working knowledge of customer service best practices, general clerical procedures, and a basic understanding of sales and marketing. The role operates in a fast-paced, high-energy environment and requires frequent multitasking. The Customer Service Specialist will support outbound shipments by collaborating with managers and third-party distribution centers to ensure compliance and meet customer specifications. Additionally, this role supports internal teams, including finance, production, procurement, and sales, while addressing external customer concerns in a manner that reflects company values.

Essential Functions

• Process inquiries, sales orders, and order confirmations in a timely, accurate, and efficient manner.
• Answer and redirect incoming calls, respond to voicemails promptly, and resolve issues to the customer's satisfaction.
• Maintain accurate customer records in the software system.
• Coordinate with Operations / Supply Chain on inventory shortfalls, with Logistics for freight quotes and shipment tracking, and with Finance for resolving order holds.
• Communicate effectively with both internal and external customers, including sales personnel, brokers, COR distributors, and consumers.
• Proactively resolve process issues that may lead to customer dissatisfaction.
• Maintain up-to-date knowledge of current product offerings, price lists, and order lead time requirements.
• Process and record customer and consumer complaints for quality control purposes.
• Represent the company positively, reflecting its vision and culture in all interactions with customers and coworkers.
• Assist coworkers as needed with tasks and responsibilities.
• Ensure all processes are executed in accordance with standard operating procedures (SOPs) and established best practices.
• Deliver quality service to customers and consumers by meeting or exceeding shipping requirements and communicating any issues to internal stakeholders.
• Must have the ability to accurately document and record data.
• Must be able to follow basic instructions related to job duties.
• Complete all assigned tasks in a timely and efficient manner, following established procedures.
• Assist in problem-solving efforts to help improve organizational effectiveness.

Knowledge & Skills

Qualifications