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Customer Support Specialist

1 month ago

Aurora, Colorado, United States Advanced Assembly Full time
Job Summary

Advanced Assembly is seeking a skilled Customer Support Specialist to provide exceptional service to our clients. This role involves analyzing and verifying order information, researching and resolving job holds, and communicating with clients and vendor partners through proactive written and telephone communication.

Key Responsibilities

Receives approved customer files from accounting and enters sales orders in SAP and Salesforce.com
Conducts welcome calls to customers, communicating part exceptions or issues that arise during the purchasing process, verifying information entered and received, and setting expectations regarding day 0, engineering technical contact, due dates, and holds
Coordinates the resolution and communication of holds in-house, contacts customers for resolution of a hold when applicable, and contacts customers who did not require contact in-process
Fields complaints concerning quality, service, or billing, beginning the RMA or rework process when applicable, and documents any customer feedback
Serves as the main point of contact during the RMA process, coordinates communication between departments and customer, and sees orders through to completion
Reaches out to each client proactively via telephone once their job has shipped to communicate shipping information and ensure client expectations are met and exceeded

Requirements

6 months of professional customer service and/or account management experience
Proficient in professional oral and written communication skills, strong attention to detail, and ability to continually multi-task
Strong computer skills, highly-developed sense of integrity, and commitment to client satisfaction
Demonstrated passion for excellence with respect to client interaction, adaptable to fluid environments, and comfortable with change

Benefits

Advanced Assembly offers an excellent benefits program, including medical, dental, vision, 401(k), life insurance, paid time off, and EAP. We also have fun with regular company events, BBQ's, employee recognition awards, and performance-based bonus plans.