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Customer Support Operations Specialist

2 months ago

Cincinnati, Ohio, United States Formica Full time

We are seeking a meticulous and analytical individual to fill the role of Customer Support Operations Specialist. The ideal candidate will be dedicated to delivering exceptional service to our clients in a timely and professional manner, possessing a comprehensive understanding of company policies, transaction workflows, and product details.

Key Responsibilities:

  • Handle incoming calls from the customer service line, processing sample requests and addressing product inquiries.
  • Oversee the samples email account, ensuring accurate order entry into the company systems.
  • Facilitate laboratory sample requests and manage associated documentation.
  • Monitor inventory levels and backorder statuses in collaboration with the samples warehouse and representatives.
  • Process material bank requests and coordinate leads with the Inside Sales department.
  • Disseminate company communications to both clients and staff.
  • Manage customer purchase orders from initiation through to fulfillment.
  • Address customer grievances from start to finish.
  • Foster positive business relationships with both internal teams and external clients.
  • Provide education to customers regarding our product offerings.
  • Generate shipping labels and necessary documentation for both domestic and international orders.
  • Track open orders and provide status updates to relevant parties.
Qualifications:
  • High School Diploma or GED is required; an Associate or Bachelor's degree is preferred.
  • 2-5 years of experience in data entry or customer service within a manufacturing context is advantageous.
  • Exceptional verbal and written communication skills; bilingual proficiency in English & Spanish or French is a plus.
  • Proficient in Microsoft Office applications; familiarity with various ERP systems is preferred.
  • Strong organizational abilities and time management skills.
  • Capability to multitask, prioritize effectively, and manage time efficiently.
  • Demonstrated entrepreneurial spirit, high energy, enthusiasm, and a robust work ethic.
  • Availability for a flexible work schedule with core hours of Monday to Friday, 8:30 am to 5 pm EST in-office.
Additional Information:
  • This position reports to the Customer Service Supervisor and collaborates closely with the Inside Sales team, Field Sales, Marketing, and Customer Service departments, as well as the customer base on all sample-related matters.
  • This role offers an excellent introduction to the company's operations and serves as a foundation for further career advancement opportunities.
  • Competitive compensation and benefits package are provided.