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Industrial Direct Customer Support Specialist

2 months ago

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

POSITION OVERVIEW:

The Customer Solutions Specialist for Industrial Direct is integral in providing outstanding customer service, ensuring high performance in a fast-paced environment, and positively impacting both the team and the organization. This position offers direct support for the Industrial Direct Product Portfolio, collaborating 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, with hours from 8:00 a.m. to 4:00 p.m., or as directed 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 one-hour commute of the office.

KEY RESPONSIBILITIES:

  • Account Management: Take ownership of assigned accounts, serving as the internal advocate for customers to support their needs and drive projects to successful completion.
  • Inquiry Response: Address customer inquiries promptly and courteously via phone and email regarding products, services, pricing, delivery, quality, inventory, and related questions.
  • Technical Assistance: Provide customers with technical guidance on hardware, software, service plans, and product specifications to facilitate informed decision-making.
  • Order Processing: Accurately code and process customer purchase orders, ensuring compliance with international regulations and managing web-based orders.
  • Vendor Coordination: Prepare and manage third-party vendor purchase orders, tracking fulfillment and resolving any discrepancies.
  • Order Monitoring: Oversee the progress of customer orders, coordinating with various teams to ensure timely completion and providing updates to customers.
  • Inventory Management: Maintain customer inventory forecasts and process release orders to optimize service levels.
  • Quote Provision: Gather product specifications and process estimate requests, maintaining customer price lists and special pricing agreements.
  • Quality Assurance: Conduct quality checks on finished products to ensure compliance with company standards prior to delivery.
  • Complaint Resolution: 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 closely with internal teams to ensure effective communication and coordination in meeting customer needs.
  • Continuous Improvement: Provide feedback on customer preferences and suggestions for enhancing processes and services.
  • Additional Support: Assist team members as needed and complete other assigned tasks and projects.

SKILLS AND QUALIFICATIONS:

  • Organizational Skills: Ability to prioritize multiple tasks efficiently in a dynamic environment.
  • Interpersonal Skills: Strong collaboration and relationship-building capabilities.
  • Communication Skills: Excellent verbal and written communication, along with active listening abilities.
  • Customer Service Orientation: Commitment to understanding and addressing customer needs effectively.
  • Problem-Solving Skills: Proficient in resolving issues confidently and efficiently.
  • Attention to Detail: High level of accuracy and precision in all tasks.
  • Adaptability: Ability to adjust to changing customer needs and industry trends.

EDUCATION AND EXPERIENCE:

  • Three to five years of relevant experience in a similar role.
  • A two-year Associate Degree is required.
  • Experience in a printing or manufacturing environment is preferred.
  • Proficiency in Microsoft Office applications is advantageous.