Customer Service Specialist

Job Title: Customer Service Specialist                  

Department: Customer Service

Reports to: Customer Service Manager

Location(s): Hilbert or Whitehall West

 

Job Summary:

The Customer Service Specialist provides a service to our customers through transactional and operational excellence to ensure customer’s expectations are met or exceeded. Ability to work independently with minimal supervision performing a variety of customer service tasks. This role requires good follow through on order details as well as strong communication, organizational, multi-tasking and interpersonal skills. This role requires a person with a positive attitude that is responsive to customers while working collectively with Sales Managers and numerous internal departments. The ideal candidate has experience in export documentation and have a keen eye for attention to detail.

       

Essential Duties and Responsibilities:

• Responsible for the review and entry of assigned customer orders ensuring all information is complete including delivery date, pricing, shipping method, and payment terms and verifies that all associated paperwork has been collected
• Acknowledge orders via email within 24 hours of receipt of PO# when applicable
• Notify customer of any known order delays and provide updates
• Acts as the point of contact for customer questions including product availability, pricing, product returns, shipment status
• Open/Log customer complaints in Salesforce and drive updates for timely resolution
• Provides the customer with all required shipping documents including Certificate of Analysis and all other system generated documentation
• Completes regular system integrity reviews to ensure accuracy for all customer account information
• Maintain customer contact list
• Interacts with various departments such as Supply Chain Planning, Quality Assurance, Distribution, Sales, Logistics, Warehouse, etc., to ensure customer and company requirements are me