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Customer Solutions Specialist
2 months ago
The Customer Solutions Specialist - Industrial Direct plays a crucial role in delivering exceptional customer service, maintaining high performance in a dynamic environment, and contributing positively to the team and the company. This role provides direct customer support for the Industrial Direct Product Portfolio.
Key Responsibilities- Manage Multiple Accounts: Own assigned accounts and be the internal voice of the customer to support their needs and drive projects to completion.
- Respond to Inquiries: Promptly and courteously address customer inquiries about products & services, pricing, delivery, quality, inventory, projects and other related questions.
- Provide Technical Support: Provide customers with technical information and guidance on printer hardware, software, service plans, pressure sensitive media, consumables and product specifications, compatibility, and usage to help them make informed decisions.
- Assist customers with technical issues related to file formatting, file uploading, or other printing-related software or processes.
- Upsell and Cross-sell: Identify opportunities to upsell or cross-sell additional products or services to customers based on their needs and preferences.
- Process Orders: Code and process customer purchase orders accurately into the proper application(s). Prepare international orders in compliance with country specific export regulations. Manage web-based ordering and registrations.
- Manage Third Party Vendor Orders: Prepare and distribute third-party vendor purchase orders, track orders, confirm fulfillment and resolve discrepancies or issues.
- Manage Orders: Monitor the progress of customer orders, coordinating with parts, scheduling, production, shipping and outside warehouse teams to ensure timely completion, and provide customers with updates on order status and delivery.
- Manage Blanket Orders, Inventory and Releases: Maintain customer finished goods and raw material forecast blanket inventory, replenishments and process release orders within established guidelines to maximize service levels.
- Provide Quotes and Price Lists: Collect product, print or material specifications and process estimate request and quote. Create or maintain customer price lists, special price quotes and bids, pricing allowances, deductions, and adjustments.
- Facilitate Request For Analysis (RFA) Projects: Assist the Regional Sales Manager in driving the RFA process from project start to completion.
- Quality Assurance: Conduct quality checks on finished print products to ensure they meet the company's standards and specifications before delivery to the customer.
- Manage Complaints: Promptly and professionally address customer complaints or concerns about product quality, delivery issues, or other issues and work toward satisfactory resolutions and corrective actions.
- Maintain Records: Keep accurate records of customer profile information, interactions, and other relevant information in the company's CRM system.
- Build and Maintain Relationships: Cultivate positive relationships with customers by providing excellent service, responsiveness, and showing genuine interest in meeting their needs.
- Collaboration: Collaborate with sales, technical, quality assurance, estimating, scheduling, production, shipping and other internal business partners to ensure seamless communication and coordination in fulfilling customer needs.
- Continuous Improvement: Provide feedback to management on customer preferences, issues, and suggestions for improving processes or services to enhance overall customer satisfaction.
- Three to five years of continuous experience in a similar role is required.
- 2-year Associate Degree is required.
- An acceptable equivalent combination of education, training and experience is required.
- Experience in pre-press, printing or similar manufacturing environment is preferred.
- Proficiency with Microsoft Office applications (TEAMS, Word, Excel, PowerPoint, Outlook) is preferred.
