Senior Customer Service Specialist

Description

The Customer Service Specialist SR serves as liaison between Quantix and the customers’ orders. Their goal is to ensure the order management process is executed accurately and timely. They provide one on one service to our customers while communicating their daily needs and providing key information to help prevent and solve issues. The Customer Service Specialist SR recognizes customer needs and coordinates internal and external activities to make things happen. They build relationships through service, communication, and organizational/product knowledge. 

Summary of Essential Job Functions

This job includes the following duties and any other as assigned by their manager:

• Proficient and knowledgeable in all Customer Service Specialist II Order Management tasks.
• Communicates clearly and effectively between external customers and all internal Quantix divisions to ensure the expeditious handling of all customer orders, requests, ‘special’ requirements, and other needs.  
• Owns customer accounts within a business area and has been cross trained to handle support across multiple service offerings and multiple customers. Most experienced with the ability to cross between accounts and specific business ares with ease and to the need of the business. 
• Steps up to peer coach and train
• Will interact directly with customers on complex orders, issues or inquiries and is an escalation point for the team/teams. 
• Identifies technical or process issues and collaborates with management on a solution. Is able to focus on the continuous improvement of the tasks involved and how to improve on the methods used or the flow of activities necessary to provide a Quality service to the customer.
• Will create and run customer reports, when requested.
• May drive the automation of order entry for accounts, as necessary (i.e. EDI)
• Serves as an escalation resource for complex customer order management or inventory issues.
• Recognize and perform duties which are expected although not directly assigned. The individual is to be proactive in recognizing potential customer service problems and act accordingly to remedy any situations.
• Responsible for training / onboarding new Customer Service Specialists in alignment with training manager. 
• Responsible for training / onboarding new Customer’s in order to establish best practices and processes to then be handed over to Specialist I/II. 
• Serves as an on-call resource lead when needed or in back up to the Customer Service Manager.
• May be assigned special projects as needed.

Requirements

Minimum Requirements

• Bachelor’s Degree and 2 - 5 years of Customer Service experience. Industry experience required. Previous Liquid Chemical or Dry Bulk Customer Service, Account Management, and/or Warehouse Inventory experience preferred.
• Demonstrates excellent written and oral communication skills. 
• Works well in a team environment and is able to collaborate to meet the needs of both the customer and the company. 
• Demonstrates exceptional performance in their ability to handle situations while maintaining the highest possible levels of service to the customer base. 
• Has general technology proficiency in Microsoft applications and standard web-based operations systems.
• Ability to exhibit attentiveness, patience and active listening skills.
• Exceptional problem solving, organizational, time management and analytical skills.
• Demonstrates good reasoning and judgment when investigating and solving problems and seek guidance as necessary. 
• Demonstrates the ability to tactfully handle complex support situations to ensure a timely resolution.
• Must be self-motivated and be able to perform duties in an independent manner with no supervision.
• Consistently seeks opportunities to learn and grow to improve their skills and opportunity for career growth.