Industrial Customer Support Specialist

1 week ago

Wausau, Wisconsin, United States Wausau Coated Products Inc Full time

POSITION OVERVIEW:

The Customer Solutions Specialist for Industrial Direct is essential in providing outstanding customer service, ensuring high performance in a fast-paced environment, and positively impacting both the team and the organization. This position is responsible for direct customer assistance regarding the Industrial Direct Product Portfolio. The specialist collaborates closely with Regional Sales Managers and various internal stakeholders to deliver services and solutions that meet or exceed customer expectations.

WORK SCHEDULE:

This is a full-time role, typically operating Monday through Friday, from 8:00 a.m. to 4:00 p.m., or as designated by the Senior Customer Solutions Team Manager. Overtime may be required based on business needs. A hybrid work arrangement is available for employees residing within a reasonable commuting distance.

KEY RESPONSIBILITIES:

  • Account Management: Take ownership of assigned accounts, serving as the internal advocate for customers to fulfill their needs and drive projects to completion.
  • Inquiry Response: Address customer inquiries promptly and courteously via phone and email regarding products, pricing, delivery, quality, inventory, and related matters.
  • Technical Assistance: Offer customers technical information and guidance on hardware, software, service plans, and product specifications to facilitate informed decision-making.
  • Order Processing: Accurately code and process customer purchase orders and manage web-based ordering systems.
  • Vendor Coordination: Prepare and track third-party vendor purchase orders, ensuring fulfillment and resolving any discrepancies.
  • Order Monitoring: Oversee the progress of customer orders, coordinating with various teams to ensure timely completion and provide updates to customers.
  • Quality Assurance: Conduct quality checks on finished products to ensure compliance with company standards before delivery.
  • Complaint Management: Address customer complaints professionally, working towards satisfactory resolutions and corrective actions.
  • Record Maintenance: Keep accurate records of customer interactions and relevant information in the company’s CRM system.
  • Relationship Building: Foster positive relationships with customers through excellent service and responsiveness.
  • Collaboration: Work with sales, technical, and other internal teams to ensure effective communication and coordination in meeting customer needs.
  • Continuous Improvement: Provide feedback on customer preferences and suggestions for enhancing processes or services.

SKILLS AND QUALIFICATIONS:

  • Organizational Skills: Strong time management and record-keeping abilities, with the capacity to prioritize tasks effectively.
  • Interpersonal Skills: Excellent collaboration, relationship-building, and communication skills.
  • Customer Service Orientation: A commitment to understanding customer needs and delivering effective solutions.
  • Problem-Solving Skills: Ability to address and resolve issues confidently.
  • Adaptability: Flexibility to manage changing customer needs and industry trends.

EDUCATION AND EXPERIENCE:

  • A minimum of three to five years of experience in a similar role is required.
  • A 2-year Associate Degree is necessary.
  • Experience in a pre-press, printing, or similar manufacturing environment is preferred.
  • Proficiency in Microsoft Office applications is advantageous.

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