CORE RESPONSIBILITIES AND TASKS                  

POSITION SUMMARY

Provides a variety of customer service, support to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships. 

The Customer Service Specialist may perform similar duties as the Customer Service Representative; however, it is distinguished by typically handling more complex customers or product lines, being able to handle both domestic and export orders, and being able to solve more difficult customer issues.

ESSENTIAL JOB FUNCTIONS:

Places customers sales orders in a timely fashion and before order cut-off. Receives and handles complex customer needs via incoming mail, telephone, and/or electronic contact regarding the organization’s products and/or services, enters and adjusts orders, and resolves questions and complaints within span of control.  Can handle all levels of complexity in orders (including export paperwork and certifications).  Can onboard new CS agents, training, system access setup, coaching on the job, identify re-training points. Has a pro-active mindset and supports the Team overall, ensures positive reinforcement in the team, also in difficult situations.  Contributes actively alongside Senior CS Specialists, as a Subject Matter Expert in Projects such as SalesForce, New Product introductions, Export, Client on-boarding, Warehouse setups, IT enhancements, etc Responds to a wide scope of inquiries and/or complaints liaising with the necessary departments where relevant. Assists with reviewing and coordinating customer service activities pertaining to shipping, plant schedules, inventory levels, and sales activities by reviewing reports, orders, shipments, and other information as required or directed by management. Develops and reviews correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.  Builds customer relationships and serves as a liaison between sales personnel and customers to clarify orders, provide technical guidance (where appropriate), and facilitate recurring or new orders.