Customer Support Specialist

About the job Customer Support Specialist

Orvix Engineering is a leading engineering firm dedicated to providing innovative and sustainable solutions across a variety of industries. Our mission is to transform ideas into reality through excellence in engineering, ensuring that our projects not only meet but exceed the expectations of our clients. Founded on principles of integrity, quality, and collaboration, Orvix Engineering is at the forefront of technological advancements in the engineering sector. We take great pride in delivering exceptional results, establishing ourselves as a trusted partner in projects ranging from small-scale endeavors to large, complex initiatives.

Note: The role is strictly for candidates within the United States.

As a Customer Service Specialist at Orvix Engineering, you will be responsible for delivering high-quality support to our clients and ensuring a seamless and positive experience for each customer interaction. You will serve as the first point of contact for customers seeking assistance with technical inquiries, service issues, product-related questions, and other inquiries related to Orvix Engineerings offerings. The role involves handling inquiries, resolving concerns, troubleshooting, and facilitating communication between customers and relevant internal teams. Your primary goal will be to ensure customer satisfaction, foster positive relationships, and contribute to the overall success of the business by providing exceptional customer support.

Key Responsibilities

• Customer Interaction & Support
  
  • Respond promptly to customer inquiries via phone, email, and other communication channels, providing accurate and timely information.
  • Handle and resolve customer concerns, complaints, and service issues in a professional and courteous manner, ensuring a high level of customer satisfaction.
  • Provide detailed product or service information, guiding customers through technical processes or assisting with order placement, status updates, and troubleshooting.
  • Document customer interactions and maintain accurate records of inquiries, resolutions, and follow-up actions using the company's CRM system.
• Problem Resolution
  
  • Troubleshoot technical or service-related issues by diagnosing the root cause of problems and coordinating with internal teams to resolve them in a timely and effective manner.
  • Ensure all customer complaints or concerns are addressed appropriately and escalate more complex issues to management or relevant departments when necessary.
  • Follow up with customers to ensure their issues are resolved and to ensure they are satisfied with the outcome.
• Cross-functional Collaboration
  
  • Work closely with engineering, sales, and operations teams to provide customers with the necessary information and updates related to products, services, and projects.
  • Act as a liaison between customers and technical teams, ensuring seamless communication and timely resolution of customer issues.
  • Collaborate with the marketing department to provide feedback and insights regarding customer feedback, product issues, or areas of improvement.
• Customer Retention & Satisfaction
  
  • Continuously seek opportunities to improve the overall customer experience by offering solutions that meet their needs, solving problems, and ensuring that each customer interaction is positive.
  • Track and follow up on customer feedback, identify common themes, and propose improvements to customer service processes, products, or services.
  • Participate in customer satisfaction surveys and other feedback mechanisms to gauge service performance and identify areas for improvement.
• Order Processing & Administration
  
  • Assist customers with placing orders, updating order statuses, and resolving any related issues in a timely and accurate manner.
  • Monitor order processes and proactively communicate with customers regarding any changes, delays, or updates.
  • Ensure customer data and order information is properly documented and stored within the companys systems for easy access and future reference.
• Product Knowledge & Training
  
  • Maintain up-to-date knowledge of Orvix Engineerings products, services, and technical specifications to effectively assist customers with their inquiries.
  • Continuously improve product knowledge through regular training, workshops, and reviewing the latest company documentation and updates.
  • Stay current with industry trends and technological developments, enabling you to provide informed guidance to customers.
• Reporting & Analytics
  
  • Track customer service metrics, including response times, resolution times, and customer satisfaction levels, and report findings to the management team.
  • Generate regular reports on customer inquiries, complaints, and trends, offering suggestions for service improvements based on data insights.
  • Analyze customer feedback and interactions to identify opportunities for product or service enhancements.
• Administrative Tasks & Documentation
  • Maintain organized records of customer communications, complaints, solutions provided, and follow-up actions.
  • Provide support for invoicing, billing inquiries, and other administrative tasks related to customer orders and services.
  • Contribute to the development of knowledge base materials, frequently asked questions (FAQs), and other customer service resources.

• Education:
  
  • High school diploma or equivalent; a bachelors degree in Business Administration, Engineering, or a related field is a plus.
• Experience:
  
  • +1 years of experience in customer service, preferably in an engineering, technical, or manufacturing environment.
  • Experience dealing with technical inquiries or customer complaints in a professional and efficient manner.
• Skills:
  
  • Strong communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms.
  • Excellent problem-solving skills and the ability to handle customer complaints or issues with patience and empathy.
  • Strong organizational skills with the ability to handle multiple inquiries simultaneously while maintaining a high level of accuracy and attention to detail.
  • Proficiency in using CRM systems, Microsoft Office Suite, and other customer service tools and software.
  • Ability to work collaboratively with cross-functional teams, including sales, engineering, and operations.
• Personal Attributes:
  • Empathetic and customer-focused with a strong desire to help others.
  • Self-motivated, proactive, and detail-oriented.
  • Adaptable and able to thrive in a fast-paced, dynamic work environment.
  • Demonstrates a strong work ethic and a high level of professionalism.

• Monday to Friday

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off (PTO)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off (PTO)