CUSTOMER SERVICE SPECIALIST

• Increase customer confidence and protect operations by supplying valid and useful product and order knowledge.
• Cross training with Sales Support Specialists for coverage needs and to close any knowledge gaps regarding brand specifics and nuances.
• Ownership of customer relationships regarding purchase order review, order status updates, production schedules, while driving overall customer satisfaction.
• Drives process changes and helps build deeper relationships internally and externally.
• Inputs data into ERP system via automated process.
• Respond to customer inquiries in the same business day manner via phone and email.
• Work cross-functionally, across business brands, to ensure customers are always kept informed.

The Customer Service Specialist reports directly to the Customer Experience Manager. The Customer Service Specialist must be able to work independently to satisfy customer requirements. Must be able to handle a high volume of inbound calls with professionalism, empathy, and efficiency.

• Attention to detail.
• Proficient in Microsoft Office, especially Excel, but also including Word and Outlook.
• Minimum of two years customer service experience.
• Knowledge of customer service principles and practices.
• Basic math concepts.
• Must be efficient in gathering order updates along with revised Purchase Order approvals in order to meet fluid needs of key customers.
• Ability to read, write and speak English.
• Call Center experience.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interact efficiently with a positive and professional demeanor.
• Ability to communicate through multiple channels and handling multiple customer inquiries.
• Must be able to make decisions independently with our customers at the center of any changes.
• Ability to work in a fast-paced environment.
• Must be available for 2nd shift (10-6pm).
• SAP knowledge is a plus.
• Ability tocommunicate and interact professionally and effective in all situations.