Customer Service Specialist
Posted January 11, 2023
Employment Type full Time
Duration 12 months +
Start Date January 11, 2023
Company Size 100+
The Sales Support & Customer Service Specialist will work directly with the Sales Team. This role requires very close collaboration with internal resources and department managers to ensure that complete, accurate, technically correct orders are processed in an effective and efficient manner. The Specialist will work very closely with factory and distribution support personnel, to ensure that the items ordered are shipped correctly and on time. He or she will support other department members to ensure a high level of teamwork and efficiency are maintained within the group. Additional responsibilities include coordination and accurate/timely completion of all billings activity and other departmental reporting as required.
Responsibilities and Tasks may include but are not limited to:
- Being part of a small team that fields customer calls
- Taking orders from customers; processing in our systems
- Ensuring Sales Staff and respective team members receives timely information and follow-up in order to satisfy customer request
- Contacting vendors for information on product, pricing, purchase order follow up and shipment details
- Contacting shipment carriers for freight quotes and shipment tracking
- Proactive monitoring of in transit or in process orders to ensure timely delivery, billing and troubleshooting when necessary
- Follow up with customers after working on post order service concerns to ensure 100% satisfaction and build relationships
- Identify leads that arise from customer interaction and act on those leads or inquire with Sales Manager to identify next steps
- Researching via our network and internet sites to find optimal source for relevant products
- Coordinate/ Fax engraving authorizations with customers
- Utilize CRM tools to manage and follow through on sales and follow up related activities
- Ensure the Sales Team has proper and sufficient product literature available for distribution to customers
- Follow up on requests from the web for product and/or account information
- Assist management in identifying and developing sales and marketing tools that will provide market differentiation for the company
- Participate in cross training with other team members to provide back up support as needed to Sales and the customer
- Provide continual market feedback to the company
- Miscellaneous tasks assigned by manager
Preferred Knowledge/Skills, Education, and Experience:
- AAS degree in Business Administration or Sales. Certified in Personal Selling, or an acceptable combination of education and experience
- Ability to qualify leads, and close sales.
- Acute listening skills
- 5+ years of experience in delivering exceptional customer service
- Creative problem solver with the ability to find solutions outside of the established norms
- Ability to adapt and a desire to expand knowledge and responsibilities
- Strong attention to detail and follow up skills
- Strong business acumen
- Passion for continued organizational improvement
- Confidence to propose new ideas and present to management for possible implementation
- Ability to:
- Learn quickly
- Adjust priorities without direction
- Effectively manage time in a fast paced unstructured environment
- Be proactive and take initiative in a business situation and experience coaching and mentoring others to do the same
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