Customer Service Specialist

SUMMARY: The Customer Service Specialist is the primary point of contact for customers, providing support and information on company products and services. They resolve customer issues, communicate solutions, and gather necessary information to address inquiries. By coordinating with other departments, they ensure customer needs are met. This role is crucial for maintaining customer satisfaction and loyalty. The position reports to either the Customer Service Supervisor or CS Manager for their region.

PRIMARY DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary duties.

• Responsible for managing the Customer Order process from quote to payment, as well as maintaining the customer account records ensuring all interactions, quotes, orders, order status, and various specific customer requests are handled accurately.

· Participates and responds to incoming customer interactions through phone, email, online chat or in person pertaining to pricing, delivery, order status, invoice inquiries and technical questions daily. Inquiries may also include extensive fact gathering and research requiring follow-up communication to the customer in a timely manner.

· Sourcing pricing and delivery options from various suppliers, establishing part numbers, and determining customer sell prices in consultation with the sales representative to recommend pricing for the item and/or customer.

· Resolves problems by using product knowledge to address customer issues and concerns, and providing solutions for various situations, including procurement, to best satisfy the customer’s needs.

· Utilize research skills to troubleshoot customer problems using different product offerings or services available.

· Collaborate with internal teams such as: Supply Chain, Sales, and Customer Service to ensure efficient order processing and fulfillment

· Ensure a high level of customer satisfaction by addressing concerns and providing proactive communication.