Customer Service Specialist

Title: Customer Service Specialist

Location: Florence, KY

Hybrid: 3 days office and 2 days Remote

Description:

• The Customer Service Specialist is responsible for processing customer orders, handling order entry and shipment scheduling. The Customer Service Specialist performs necessary functions to meet customer requirements on a timely basis.
• Coordinate orders and shipments between Manufacturing and customers. Serves as liaison between internal departments and external customers or sales representatives.
• Supports assigned Rep Territory by processing customer inquiries, quoting prices, delivery information, and terms.
• Interface with departments handling activities such as credit and collections, sales, shipping and purchasing to ensure effective and timely service to customer.
• Handles phone, fax and email inquiries, discusses customers' needs, and recommends products that will best satisfy them, if possible.
• Refer advanced inquiries to appropriate Sales Manager, Technical Sales, or Product Champion.
• Perform essential administrative functions of scanning/indexing paperwork, releasing RMAs into Swecare, etc.
• Track and report to customer and sales staff delivery date, anticipated delays, conflicting terms and conditions of customer purchase orders.
• Communicates status of delayed orders, back orders or necessity of substitutions.
• Responds to complaints, and coordinates response with responsible departments.
• Use the guiding principles and tools of the Manufacturing System to drive continuous improvement, wherever applicable.

Minimum Qualifications & Experience:

• High school diploma or equivalent education required.
• Preferred Bachelor's degree in Business Administration, Communications, or related field.
• 1 - 3 years of general customer service experience.
• Evidence of mechanical aptitude, preferred experience in a manufacturing setting.
• Strong organizational, problem solving, phone and interpersonal skills.
• Ability to confidentially assess and mediate high-pressure situations.
• Proficient in Microsoft Office applications and ability to work in multiple systems.