Customer Service Specialist (Part-Time)

Position Summary

The Customer Account Specialist position is responsible for providing best in class customer service to Sales and a portfolio of assigned customers. Accountable for managing customer orders through the pipeline to facilitate growth of existing accounts. In the event of absence, these job responsibilities will be covered by an employee in the “CSS role” or “Manager or Director of Service” position.

This job description and performance standard document has been prepared as a guide to ensure better communication and understanding. Customer Centric Focus

Partners with Sales to create new customer items; Enters customer sales orders; Delivers complete, accurate, and timely sales order details to support internal order processing.

Review open order reports daily and drives communication-advising customers on change in dates.

Create shipping release with a high level of accuracy; Provide timely feedback so customers have an effortless experience.

Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements.

Leverage Salesforce CRM to collect insights into customer expectations. Along with capture interactions via service calls, successes, and problems to drive ongoing improvements.

Liaise as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production and Shipping) to improve the entire customer experience.

Escalate internal systematic / process concerns until final solution / resolution is provided to customer.

Process and manage non-conformances with internal and external customers.

Provide samples to customers.

May require light travel to internal meetings or customer meetings.

Exceptional customer-facing communication skills; This position requires an individual who enjoys working with a sense of urgency and creative problem-solving.

Values teamwork and supports team environment.

College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.