What are the responsibilities and job description for the Customer Service Specialist position at Frazier Industrial Company?
We are looking for a Customer Service Specialist to assist our customers with our products and services. The role's responsibilities include resolving customer queries, recommending solutions and providing service to severe as the customer advocate. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should be also familiar with various software, in MS Office, CRMs and ERP platforms. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures. The specific role will focus on a specific customer base that involves our automated and semi-automated business units.
Responsibilities:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyze and report troubled cases
- Update our internal databases with information about issues and useful discussions with customers
- Monitor customer complaints and reach out to help and resolve issues
- Share feature requests and effective workarounds with team members
- Inform customers about key company information and updates
- Follow up with customers to ensure their issues are resolved
- Assist in training
- Work closely with cross function teams, including project management and procurement
Qualifications:
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with the Material Handling industry is a plus
- 5 years experience in a similar role
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-taking abilities
- Patience when handling tough cases
- Degree in Business Administration, Operations, or Communications
Full-time: Salary 60-70K bonus
Salary : $60,000 - $70,000