Customer Service Specialist
8 hours ago
Gwynedd Manufacturing Inc is a leading defense contractor in North Wales, dedicated to producing high-quality products for the US Department of Defense and various US Federal Law Enforcement Agencies. As an innovative company, we strive to continuously develop new technology and drive process improvement.
A Support Team Lead is responsible for engaging and supporting customers via multiple mediums, including phone, email, ticket systems, chat/SMS, social media, and order management systems. Key responsibilities include promptly responding to customer inquiries, troubleshooting, handling customer issues, placing/adjusting orders, shipping, upholding compliance programs, and coordinating efforts with several departments to satisfy customer needs.
Key Responsibilities:
- Providing introductory information to new customers
- Ensuring customer satisfaction with products or services
- Following up with clients to check on their satisfaction
- Letting customers know about additional products or services
- Determining the quickest ways to answer customer questions
- Escalating queries and concerns
- Troubleshooting common issues with products or services
- Working with a team of CSRs and other departments to find solutions
- Ability to accurately reply to up to 80 emails or tickets per day
- Providing E-Commerce Order Management Support
Qualifications:
- Excellent written and verbal communication skills
- Ability to professionally address issues and solve problems
- Thriving in a fast-paced environment while maintaining a sincere commitment to helping customers
- Minimum type speed of 40 WPM with high accuracy
- Excellent customer service skills and ability to put customers first
- Understanding of technical product information and industry/market space
- Commitment to understanding and adhering to industry regulations and company compliance programs
- Able to attend industry trade shows as needed
Salary: $45,000 - $60,000 per year
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