Customer Support Specialist

1 month ago

Gastonia, United States Pacor, Inc. Full time
Job DescriptionJob DescriptionDescription:

Pacor is currently seeking a Customer Support Specialist to support the sales effort as it relates to customer service and sales order processing. The Specialist interacts closely with internal personnel in sales, manufacturing, production planning and logistics to ensure quality customer service as well as interfacing directly with customer contacts.


ESSENTIAL DUTIES/RESPONSIBILITIES:


Sales Order Entry

  • Receive customer orders and review them for accuracy.
  • Pricing review and verification.
  • Process customer orders in ERP system.

Customer Service

  • Confer with production; confirmation of ship date/acknowledgement to customer.
  • Act as a liaison between the shipping department and the customer.
  • Problem-solving customer-related issues along with the CS Manager.
  • First point of contact for current customers’ inquiries and requests.
  • With the CS Manager, handles customer complaints and customer RMA requests.
  • Handle customer requests for expedites or order status.
  • Solicit customer feedback and lead internal improvement efforts as needed.
  • Liaises between engineering/estimating, procurement, and production teams to ensure timely delivery of customer orders.
  • Monitor customer orders throughout the production process to ensure on time delivery and accurate communication with customer.
  • review customer parts to obtain a general understanding of the design and production process required to complete the order to customer specifications.
  • Create shipping paperwork.

All other duties as assigned.

Requirements:

PREFERRED QUALIFICATIONS:

EXPERIENCE:

  • 5 or more years’ experience in customer service/inside sales
  • Manufacturing or industrial industry experience


EDUCATION &/or CERTIFICATIONS:

  • Associate degree in a business-related field or equivalent work experience.


PREFERRED SKILLS/QUALIFICATIONS:

  • Must be detailed oriented
  • Working knowledge of Microsoft Word and Excel (required)
  • Salesforce experience
  • Strategic Thinking
  • Mathematical Aptitude
  • Experience with ERP software (Ex. Global Shop)
  • Must be punctual, responsible, dependable and reliable
  • Ability to effortlessly switch gears at a moment’s notice
  • Strong time management skills with the ability to prioritize tasks in a high paced, dynamic environment.
  • Willingness to work as part of a team and assist co-workers when required

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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