Customer Support Specialist (DSD)

Description

The Customer Support Specialist is a fast paced and detail-oriented role, responsible for providing high quality support to internal and external customers in a time sensitive sales cycle. The role is the day-to-day touch point with our customers, and is responsible for bringing “the royal touch” to all interactions. The role works closely with the Distribution team, supplying support at multiple stages of the sales cycle in order ensure a positive customer experience.

RESPONSIBILITIES:

Sales Cycle Duties:

· Critically review and process orders, ensuring they meet requirements for production, shipping and lead time

· Develop a strong knowledge of products and customer base

· Support Senior Customer Support Specialists and Customer Support Manager as needed

· Support Regional Sales team and Independent Distributor Partners in day to day customer satisfaction

· Manage day to day housekeeping for ERP and associated applications

Customer Experience Duties:

· Demonstrate a positive attitude, and commitment to delivering the highest standards of the customer experience at all times, rooted in a focus to add “the royal touch” to customers’ Crown experience

· Exemplify the ability to actively listen to customer needs and take action on information gathered and analyzed

· Collect customer feedback, and develop relationships with the customer base

· Understand, share and lead customers on company processes

· Act as a primary contact for business partners, and facilitate flow of information to sales and other internal departments as needed

· Field and resolve customer complaints, and escalate within Business Support as needed

General Job Duties:

· Adhere to company’s current master safety rules at all times

· Field calls for all facilities, and departments, and redirect as necessary

· Other administrative duties as assigned

· Scope and duties of this role may change as the company continues to grow and evolve

Requirements

QUALIFICATIONS AND SKILLS:

· Associate’s degree – relevant experience will be considered in lieu of a degree

· Customer service or related experience

· Clear and accurate written and verbal communication skills

· Proficiency in Microsoft Office suite, with basic knowledge of Excel

· Diligently punctual, with reliable attendance

· Self-starter with a strong work ethic

· Motivated team player with strong interpersonal skills, that is engaged with the business

· Strong organization, and multitasker

· Ability to adapt to a rapidly growing and changing business landscape

Preferred Skills and Experience:

· Bachelor’s degree

· Sage X3 or similar ERP

WORK ENVIRONMENT:

This job operates in a production plant, shipping area and office environment. The employee is occasionally exposed to facility elements such as noise, dust, fumes, and odors. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.