CUSTOMER SERVICE SPECIALIST

Job Description

Job Description

The Customer Service Specialist will be responsible for effectively handling all incoming orders and providing customers with information on products and services while resolving any product and service problems in a timely manner and communicating effectively with consumers over the phone and via email.

Customer Service Specialist should have knowledge of customer service, clerical applications, sales, and marketing. Through communication with managers and 3rd party distribution centers, the Customer Service Specialist will support the management of all outbound shipments with respect to compliance and customer specification.

Support internal customers; production, procurement and sales & service; and handle external customer concerns.

Essential Functions

• Process inquiries and sales orders and order confirmations in a timely, accurate, and efficient manner.
• Answer and redirect incoming calls, respond to voicemails in a timely manner while quickly resolving issues to the satisfaction of the customer.
• Maintain accurate customer records in software system.
• Coordinate with Operations / Supply Chain on inventory short falls, Logistics for freight quotes and tracking shipments and Finance for order hold issue resolution.
• Communicate effectively with both internal and external customers, including sales personnel, brokers, COR distributors, and consumers.
• Proactively resolve process issues that can contribute to customer dissatisfaction.
• Maintain understanding of current product offering, current price lists and order lead time requirements.
• Process and record customer and consumer complaints for quality control purposes.
• Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
• Represent the Company positively and represent the vision and culture to customers and co-workers.
• Assist co-workers as needed in tasks and functions.
• Complete processes ensuring execution is in accordance with SOPs and established best practices.
• Ensure quality service to customers and consumers by exceeding shipping requirements within the established time frame and communicating to internal contacts any issues that may impact customers.
• Analyze operating reports and records. If necessary, recommend or take corrective actions to improve.

Knowledge & Skills

• Ability to read, understand & comply to all company policies & procedures and implement appropriately.
• Demonstrate verbal & written communication skills including ability to read & write the English language.
• English and Spanish fluency a plus
• Excellent communication, conflict resolution, negotiation, organizational, and relationship building skills.
• Ability to be flexible while balancing competing priorities in a fast-paced environment while maintaining the interest of Company goals.
• Produce work in a timely, budgeted, scheduled and profitable manner for the Company.
• Sense of urgency and immediate impact by taking action in a fast-paced environment completing tasks on-time and with high quality results.
• Time management and personal organization by utilizing time and resources effectively and efficiently.
• Personal development and learning agility by being comfortable with complexity and ambiguity, self-aware, resilient and coachable.
• Interaction with peers across the company to share best practices and maintain compliance.
• Global awareness and organizational agility by respecting and understanding cross-cultural values.
• Action-oriented with good problem-solving and analytical skills.
• Demonstrated ability to drive continuous improvement and manage to / achieve metrics.
• Strong internal and external customer focus with great follow-up.

Qualifications

• BA / BS degree preferred with customer service experience, or relevant experience within customer service required.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and other relevant applications.
• Proficient in an ERP system such as NAV, S2K, Oracle, SAP.
• Ability to understand, read and write basic English.
• Valid California Driver’s License.
3 days ago