Customer Support Specialist (onsite M-F)

About the position

The Customer Support 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.

Responsibilities

• 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.
• Sourcing pricing and delivery options from various suppliers, establishing part numbers, and determining customer sell prices in consultation with the sales representative.
• Resolves problems by using product knowledge to address customer issues and concerns, and providing solutions for various situations, including procurement.
• 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.

Requirements

• Bachelor’s degree in Industrial Distribution or equivalent amount of education and related experience is preferred.
• Two to five years of customer service-related experience in a technical or industrial field is required.
• Intermediate skill level experience using distribution or manufacturing software involving sales order entry, inventory availability, purchase order inquiry, scheduled and acknowledged dates, open and converted quotations, and customer A/R account status; experience with these operations in a Profit 21 environment is preferred.
• Excellent communication skills in both verbal and written, including the ability to understand technical requests and provide accurate product recommendations.
• Strong problem-solving skills.
• Ability to build relationships with both customers and suppliers.
• Product knowledge is preferred but not required.
• Aptitude to learn, grow, and use vendor websites for product knowledge base.
• Multi-tasking and prioritization skills.
• Organization and attention to detail.

Benefits

• 401(k) retirement with matching
• Health, dental and vision insurance
• Flexible Spending Account
• Life and disability insurance
• Employee discounts
• Paid Time Off
• Referral program
• Career advancement and bonus opportunities
• Tuition Reimbursement