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Customer Support Specialist

1 month ago

Lawrenceville, United States Peachtree Packaging & Display Full time

PURPOSE OF POSITION:

The Customer Support Specialist (“CSS”) is responsible for communicating with customers, estimating and entering orders, and performing a variety of additional activities to facilitate excellent customer relationships supporting Sales, Manufacturing, and Shipping operations. The CSS has a basic understanding of manufacturing processes and works with production staff to achieve on-time customer deliveries. The CSS should be self-motivated, possess great communication skills, and be able to adapt to change and change priorities throughout the course of the day to assist in accommodating the strong growth of the company.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Take customer orders either directly from customers or sales representatives.
  • Place and modify orders on a timely basis for purchases of materials and supplies to be used in production.
  • Communicate with customers regarding issues such as order status, estimates and quotations, order changes and confirmations, as well as complaints or questions.
  • Communicate with appropriate departments to secure necessary information and prompt action as needed.
  • Process purchase orders, coordinate account credits, and maintain customer data.
  • Monitor, track, and adjust order dates based on production schedules and customer requests.
  • Provide sales representatives with order updates and communicate potential delays in production.
  • Work with production staff and utilize CRM/ERP system to achieve on-time customer deliveries.
  • Maintain an organized, presentable work area.
  • Performs other duties and/or responsibilities as assigned.

This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed.

EDUCATION:

  • High School Diploma or GED required.

EXPERIENCE:

  • Experience working in a manufacturing or distribution environment preferred.
  • Computer data entry experience.
  • Experience in the corrugated box industry preferred.
  • Entry-level through five (5) years of customer relations experience.

CORE QUALIFICATIONS & SKILLS:

  • Excellent communication and customer service skills
  • Strong organizational skills and attention to detail
  • Ability to multi-task and adjust workflow to meet times of increased demand.
  • Intermediate PC skills with knowledge of Excel, Word, Outlook, and PowerPoint
  • Ability to work independently or as a member of a team.
  • Ability to maintain a professional demeanor.
  • Dependable
  • Customer-focused
  • Action-oriented
  • Integrity
  • Perseverance

WORK HOURS & BENEFITS:

  • Monday-Friday (8:00 AM to 5:00 PM – overtime as needed)
  • Employer-paid basic life & long-term disability insurance
  • Medical, dental, vision, supplemental life, short-term disability, accident & critical illness insurance plans also available
  • FSA (Medical & Dependent Care)
  • 401k (100% match up to 3% and 50% match on next 3% for a maximum contribution of 4.5% per year & fully vested at 90 days of employment)
  • Paid holidays & paid time off

*All benefits are available at 90 days of continuous employment.

PHYSICAL DEMANDS OF THE ESSENTIAL FUNCTIONS: 

  • Sitting, talking, hearing, and vision are required 90% of the time. Standing and walking are required less than 95% of the time. Feeling is required 75% of the time, while pushing, pulling, twisting, and reaching are required less than 10% of the time. Low levels of lifting (10 pounds or less) are required about 5% of the time, while medium levels of lifting and carrying (20 to 50 pounds) are required less than 5% of the time. This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed.