Customer Service Specialist

SP Industries Inc. is searching for a Customer Service Specialist to join the team!

Responsibilities:

• Perform duties to review and process customer orders and distributor sales territories in an accurate and timely manner, maintain effective customer relations and assist customers by resolving issues. 
• Order processing cycle includes, but not limited to, purchase order review (knowledge of Incoterms, Letter of Credit are a plus), accurate and efficient order entry, sales order acknowledgments, order and shipment status, order cancellations, payment tracking, pricing discrepancies, order troubleshooting, sales quote creation and resolving service cases.  
• Responsible for reviewing open order reports daily to verify compliance with on-time delivery objectives and individual performance metrics.
• Collaborate with sales, manufacturing, accounting, shipping, supply chain and other departments to ensure best customer experience.  
• The customer service team is responsible for actively participating in the company’s phone queue and is required to complete all company-related training and courses.   

 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

•    Excellent written and verbal communication skills
•    Ability to multi-task, time management and detail-oriented aptitude
•    Accurate data entry skills
•    Organizational and problem-solving skills
•    Must be a collaborative team player with the ability to work effectively across departments.
•    Strong telephone communication and interpersonal skills
•    Demonstrates professionalism and an engaging approach in fostering effective relationships with both customers and team members.
•    Proficient in Microsoft Office applications with working knowledge of ERP systems.
•    Understanding international trade requirements, such as tariffs, Incoterms, and related documentation and payment processes, is a plus

Education & Experience

•    HS Diploma or equivalent
•    Recent 3-5 years Customer Service experience

 

 Language & Mathematical Skills  
•    Fluent in English
•    Excellent written and verbal communication skills
•    Ability to perform mathematical operations (addition, subtraction, multiplication, division) and calculate ratios and percentages. 

 

Reasoning Ability 
•    Ability to apply sound judgment and communicate effectively, both verbally and in writing.
•    Strong problem-solving skills are required.

 

Physical Demands & Work Environment 
•    Position is primarily remote, with occasional in-office work required as business needs dictate.
•    Occasional exposure to a manufacturing environment may be required.
•    While performing the duties of this role, the employee is regularly required to walk and frequently required to sit, use both hands, reach with arms, and communicate verbally.
•    Occasional travel to other corporate locations.
•    Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Additional Information

HSE

All employees have the responsibility to work in a safe manner and report any health, safety or environmental concern to their manager or supervisor in a timely manner.

 

Employee responsibilities for Health, Safety and Environment include:

• Work in compliance with divisional health, safety and environmental procedures
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods
• Report any unsafe conditions or unsafe acts
• Report defect in any equipment or protective device
• Ensure that the required protective equipment is used for the assigned tasks
• Attend all required health