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Customer Support Specialist

3 months ago

Reading, United States Caldera Manufacturing Group Full time

Caldera Manufacturing Group is a thriving and rapidly expanding manufacturing company. As a family-owned enterprise, we are dedicated to making a meaningful impact each day, with a strong focus on delivering favorable outcomes for our customers, employees, and stakeholders. At Caldera, we provide an ideal environment for individuals of all skill levels to enhance their knowledge and expertise, fostering continuous learning and personal development.

We are seeking a highly motivated and skilled Customer Support Specialist to join our steel manufacturing company. As a Customer Support Specialist, you will be responsible for providing exceptional customer service, addressing inquiries, resolving issues, and ensuring overall customer satisfaction. Your role will be crucial in maintaining positive relationships with our clients and ensuring smooth communication between our company and our customers.

**Responsibilities**:
2. Issue Resolution: Identify and troubleshoot customer issues, complaints, or technical problems related to steel products, deliveries, or services. Collaborate with internal departments such as production, logistics, and quality control to address customer concerns and ensure timely resolution.

3. Order Management: Receive and process customer orders, ensuring accuracy of product specifications, quantities, and delivery schedules. Coordinate with production and logistics teams to monitor order progress, provide updates to customers, and resolve any order-related issues or delays.

4. Relationship Management: Develop and maintain strong relationships with customers to enhance their satisfaction and loyalty. Regularly engage with clients to understand their needs, provide guidance on product selection, offer customized solutions, and proactively address potential issues or concerns.

6. Documentation and Reporting: Maintain accurate records of customer interactions, inquiries, complaints, and resolutions in a customer relationship management (CRM) system. Generate regular reports summarizing customer feedback, trends, and opportunities for improvement.

7. Cross-functional Collaboration: Collaborate with internal teams such as sales, production, quality control, and logistics to ensure seamless coordination and effective communication regarding customer needs, order requirements, and service enhancements.

8. Continuous Improvement: Contribute to the enhancement of customer support processes, policies, and tools. Provide valuable feedback and suggestions to improve customer satisfaction, streamline operations, and optimize the customer support experience.

**Requirements**:

- Associate’s Degree in business administration, engineering, or a related field is preferred. 5 years’ experience
- Proven experience in customer support or a similar role, preferably within the steel manufacturing industry.
- Excellent communication skills, both written and verbal, with the ability to articulate technical information clearly and effectively.
- Strong problem-solving abilities with a focus on providing timely and efficient solutions to customer inquiries and concerns.
- Ability to multitask and prioritize responsibilities in a fast-paced environment.
- Exceptional interpersonal skills with a customer-centric mindset.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Familiarity with steel manufacturing processes, products, and industry standards is advantageous.
- Knowledge of logistics and supply chain management concepts is a plus.

Pay: $26.45 - $28.95 per hour

Expected hours: No less than 40 per week

**Benefits**:

- 401(k) matching

Experience level:

- 4 years

Shift:

- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person
- Office

Ability to Relocate:

- Reading, PA 19605: Relocate before starting work (required)

Work Location: In person