Customer Service Specialist

8 hours ago


North Wales, Pennsylvania, United States Gwynedd Manufacturing Inc Full time

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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