Customer Support Specialist

Job Description

Position: Customer Support & Relationship Specialist

POSITION SUMMARY: The Customer Support & Relationship Specialist is responsible for managing all activity within their assigned territory. Main areas of focus include customer relationship and satisfaction, building product knowledge, building industry knowledge, generating new ideas, aid, and support to other team members.

Responsibilities:

Manage E-mail and Phone System

• Manage Outlook e-mail with organization.

• Respond to customer inquiries via email in a timely manner.

• Answer, screen and forward any incoming phone calls while providing basic information when needed.

Resolve Customer Issues/ Build Customer Relationships

• Resolve customer issues regarding freight damage, product shortages/errors or other issues in a timely manner.

• Work with local manufacturers reps, keeping them informed of correspondence/issues with their dealers.

• Process replacement orders.

• Collect tax exempt certificates for orders shipping to Illinois, Michigan, California, and Washington.

• Expedite orders as needed.

• Build account information by adding contacts in customer account maintenance.

• Request credit references from customers for new accounts.

• Follow written processes and assist work group in developing others.

Provide Customer Quotes

• Prepare pricing and freight quotes based on customer inquiries/projects.

• Enter and follow up on opportunities.

• Build working knowledge of the product line.

Process Purchase Orders

• Process incoming orders including verifying account status, product, pricing, and finishes before entering system.

• Follow-up on PO outstanding questions.

• Process Return Authorizations and follow up.

• Investigate Unauthorized returns.

• Tracking and tracing customer orders.

• Provide copies of order acknowledgments and customer invoices as needed.

• Process billing only entries as required.

Requirements:

• Must have at least three years of experience in Customer Service.

• Possess ability to work productively in a fast-paced manufacturing environment.

• Communicate in a professional manner to inside and outside customers, vendors, and employees.

• Good organizational and communication skills.

• Must be a team player and be willing to assist other members of CS work group as needed.

• Ability to multitask, organize, prioritize, and work on various projects simultaneously.

• Ability to be resourceful, problem solve and proactive in dealing with issues that may arise.

• Proficient with Computer.

• Basic knowledge of Microsoft Office.

• Must be able to type accurately at least 45-60 wpm.

• Good math skills.

• High school diploma or GED.

MG Benefits:

• Healthcare benefits with multiple plan options.

• Life Insurance benefits.

• PTO with carryover options.

• 401K Plan with company matching.

• Tuition reimbursement.

• 10 Paid Holidays per year.

• Bereavement & Jury Duty benefits.

Hours: Monday - Friday 8:00 AM to 4:30 PM

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Referral program

Experience level:

• 3 years

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person

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