Customer Service Specialist

Essential Duties and Responsibilities

• The primary focus of the Customer Service Specialist (CSS) is to ensure that all customer’s needs and concerns are addressed satisfactorily and in a timely fashion.
• Provides general and technical information about products and services to current and potential customers.
• Takes product and service order information and determines charges based on a pre-determined pricing and discount structure.
• Listens and responds to customer questions and concerns; in the event the CSS is not able to meet the customer’s needs, refers the customer to the Customer Service Manager to resolve the situation.
• Records special details of transactions and makes notes on the customer’s account regarding special instructions and/or non-standard orders (i.e., material used, shipping instructions, billing requests, etc.).
• May help to generate sales leads by making outbound telephone calls to current and potential customers.
• In the event a customer experiences a product failure in the field, the CSS may provide basic troubleshooting assistance to resolve the issue.
• May attend trade shows, customer open houses or other functions to help promote the company’s products and brand image.
• Serves a communication bridge between the end user/customer and the production facility staff; resolves minor related issues if they arise.
• Performs other duties as designated by the Customer Service Manager.
• No Supervisory responsibilities are generally required for this position.

Education and Experience

• High school or equivalent required.
• Completion of an associate or bachelor’s degree in business preferred.
• 2-3 years of previous sales/Customer Service experience is strongly preferred.
• Experience with Microsoft Office products and ERP systems.

Other Knowledge, Skills or Abilities Required

• Must be able to maintain accurate records and perform basic mathematical operations.
• Must be able to operate a personal or laptop computer, with emphasis on accurate 10-Key numeric typing.
• Must be mechanically inclined.
• Must have excellent written and oral communication skills.
• Must be able to multi-task and function effectively in a shared office/call center setting.
• Must be able to speak, write and read English fluently; the ability to speak, write and read Spanish fluently is a plus.

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Team Player: Works well as a member of a group