Customer Support Specialist
5 days ago
ESSENTIAL PURPOSE OF THIS POSITION:
The purpose of the Customer Support Specialist is to enhance the customer experience. The Customer Support Specialist will investigate customer complaints, make determinations of appropriate actions to resolve customer complaints, resolve customer complaints, or make recommendations. The Customer Support Specialist will perform a variety of duties that impact customer responsiveness, including RMA approvals and processing, vendor direct order processing, Item add processing, UAD (Unauthorized Deduction) investigation and resolution, customer order expediting, non-material credit requests, unit-of-measure conversions, regulatory compliance, and other tasks as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Conduct investigations and make appropriate business decisions that protect the interests of Essex Brownell while preserving the relationship with the customer
- Listen and respond to customers' needs and concerns
- Review and update customer account data
- Maintain a record documenting workflow time in - time out for customer requests
- Record details of customer interactions
- Research answers or solutions needed
- Refer customers to managers or others as needed
- Respond to customers and suppliers (internal and external) in a friendly and considerate manner
- Carry out and enforce established business procedures
- Make decisions regarding customer credit requests, and RMA requests within established limits
EDUCATION AND EXPERIENCE REQUIREMENTS:
- BS/BA degree in business or marketing (preferred) or equivalent related experience.
- 1-3 years customer service experience
- Prior industrial sales experience (preferred)
- Prior experience with regulatory compliance
SKILLS AND ABILITIES REQUIRED:
- Be able to communicate effectively
- Above-average typing and data entry skills
- Excellent organizational and time management skills
- Able to work in a team environment
- Highly motivated and results-oriented
- Incredible attention to detail
- Possesses product knowledge and a willingness to learn about the product lines
COMPETENCIES REQUIRED:
- Adaptability
- Applied Learning
- Collaboration
- Excellent communication skills
- Continuous Improvement
- Customer Focus
- Decision Making
- Managing Work
- Work Standards
COMPUTER EQUIPMENT AND SOFTWARE REQUIREMENTS:
- Order Entry Systems
- CRM
- Microsoft Office
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