Customer Service Specialist II
7 days ago
Job Type
Full-time
Description
The Customer Service Specialist II serves as liaison between Quantix and the customers' orders. Their goal is to ensure the order management process is executed accurately and timely. They provide one on one service to our customers while communicating their daily needs and providing key information to help prevent and solve issues. The Customer Service Specialist II recognizes customer needs and coordinates internal and external activities to make things happen. They build relationships through service, communication, and organizational/product knowledge.
Summary of Essential Job Functions
This job includes the following duties and any other as assigned by their manager:
- Proficient and knowledgeable in all Customer Service Specialist I Order Management tasks as well as being responsible for non-standard Order Management actions including but not limited to:
- Completes any non-standard order types including derailments, interplant, solo evacuation, etc.
- Responsible for tactical inventory reporting and reconciliations to ensure accuracy of customer product.
- Writes, runs and analyzes system reports to understand any outstanding actions
- Provides 3rd party inventory or order requirement in their portal.
- Communicates clearly and effectively between external customers and all internal Quantix divisions to ensure the expeditious handling of all customer orders, requests, 'special' requirements, and other needs.
- Assigned to multiple customer accounts potentially across service offerings.
- Will interact directly with customers on orders, issues or inquiries.
- Owns the quality incident and nonconformance incident to understand failure and propose remediation actions.
- Identifies technical or process issues and collaborates with management on a solution. Focuses on continuous improvement of the tasks involved and how to improve on the methods used or the flow of activities necessary to provide a Quality service to the customer.
- Serves as an escalation resource for moderately complex customer order management issues but escalates/collaborates on complex customer order management issues to management.
- Recognize and perform duties which are expected although not directly assigned. The individual is to be proactive in recognizing potential customer service problems and act accordingly to remedy any situations.
Minimum Requirements
- Bachelor's Degree and 1-3 years of Customer Service experience. Industry experience strongly preferred. Previous Liquid Chemical or Dry Bulk Customer Service, Account Management, and/or Warehouse Inventory experience preferred.
- Demonstrates excellent written and oral communication skills.
- Works well in a team environment and can collaborate to meet the needs of both the customer and the company.
- Demonstrates strong performance in their ability to handle situations while maintaining the highest possible levels of service to the customer base.
- Has general technology proficiency in Microsoft applications and standard web-based operations systems.
- Ability to exhibit attentiveness, patience and active listening skills.
- Excellent problem solving, organizational, time management and analytical skills.
- Demonstrates good reasoning and judgment when investigating and solving problems and seek guidance as necessary.
- Demonstrates the ability to tactfully handle moderately complex support situations to ensure a timely resolution during the day-to-day performance of the functions of the position.
- Demonstrates the ability to tactfully handle difficult situations and negotiate mutually satisfactory resolutions to situations that arise during the day-to-day performance of the functions of the position.
- Must be self-motivated and be able to perform duties in an independent manner with minimal supervision.
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