Customer Service Specialist

JOB DESCRIPTION

Essential Job Functions:

Align with our company culture, mission, values, philosophy, and policies and procedures by exemplifying our C.L.E.A.R Principles.

• Curiosity- look for a better way as a solutions-oriented problem solver.

• Leadership- take ownership and be the catalyst of change.

• Enthusiasm- be motivated and passionate about your work.

• Accountability- deliver on commitments and act with integrity.

• Respect- be present, listen and engage with inclusive open, honest, and direct communication.

Responsibilities include:

• Respond to customer inquiries by phone, email, or other communication to provide nontechnical problem resolution.

• Resolve complex or unusual requests and problems that may require a customized response and communicate solutions or requested information to the customer.

• Analyzes a customer’s need and refers to other services or technical department for follow-up or additional information as needed.

• Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.

• May be assigned to coordinate and resolve critical problems for customers.

• Uses a customer relationship application or database to record activities and research product issues/common problems that occur to design consistent solutions.

• Oversee Return Merchandise Authorization (RMA) process.

• Manage order board and work with planning to drive timely delivery of product to customer.

• Uses knowledge expertise of specific product(s) and service(s) to resolve problems, make process improvements, enhance resources, and increase effectiveness of the overall customer experience.

• Manage customer portals to obtain PO’s, RMA information, order changes, debits, etc.

• Analyze and process debits and credit requests.

• Coordinate planning efforts to resolve customer issues and order problems to develop solutions.

• Process orders through email, EDI, Demand Scheduling, web, fax, and phone. Handle any rejections by contacting the customer directly and then processing through JDE.

• Analyze order maintenance opportunities based upon line fill and Customer needs, then take appropriate action for best results.

• Position requires compliance with the Technology Control Plan and the Federal Export and Control Policy established for the Corporation.

REQUIREMENTS:

• Requires high school diploma or equivalent.

• Preferred 2-year college degree or higher.

• Previous customer service experience preferred.

• Excellent communicator and interpersonal skills are a must, must be self-motivated, good decision-making skills and the ability to adapt/change quickly.

• Working knowledge of Microsoft Office products.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Shift:

• 10 hour shift
• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Erie, PA 16510: Relocate before starting work (Required)

Work Location: In person