Job description
ESSENTIAL PURPOSE OF THIS POSITION:
The purpose of the Customer Support Specialist is to enhance the customer experience. The Customer Support Specialist will investigate customer complaints, make determinations of appropriate actions to resolve customer complaints, resolve customer complaints, or make recommendations. The Customer Support Specialist, will perform a variety of duties that impact customer responsiveness, including RMA approvals and processing, vendor direct order processing, Item add processing, UAD (Unauthorized Deduction) investigation and resolution, customer order expediting, non-material credit requests, unit-of-measure conversions, new account set-up, and other tasks as assigned.
The purpose of the Customer Support Specialist is to enhance the customer experience. The Customer Support Specialist will investigate customer complaints, make determinations of appropriate actions to resolve customer complaints, resolve customer complaints, or make recommendations. The Customer Support Specialist, will perform a variety of duties that impact customer responsiveness, including RMA approvals and processing, vendor direct order processing, Item add processing, UAD (Unauthorized Deduction) investigation and resolution, customer order expediting, non-material credit requests, unit-of-measure conversions, new account set-up, and other tasks as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Conduct investigations and make appropriate business decisions that protect the interests of Essex *Brownell while preserving the relationship with the customer
Conduct investigations and make appropriate business decisions that protect the interests of Essex *Brownell while preserving the relationship with the customer
- Listen and respond to customers' needs and concerns
- Review and update customer account data
- Maintain a record documenting workflow time in - time out for customer requests
- Record details of customer interactions
- Research answers or solutions needed
- Refer customers to managers or others as needed
- Respond to customers and suppliers (internal and external) in a friendly and considerate manner
- Carry out and enforce established business procedures
- Make decisions regarding customer credit requests, and RMA requests within established limits
EDUCATION AND EXPERIENCE REQUIREMENTS:
- BS/BA degree in business or marketing (preferred) or equivalent related experience.
- 1-3 years customer service experience
- Prior industrial sales experience (preferred)
SKILLS AND ABILITIES REQUIRED:
Be able to communicate effectively
Above-average typing and data entry skills
Excellent organizational and time management skills
Able to work in a team environment
Highly motivated and results oriented
Multi-task
Incredible attention to detail
Possesses product knowledge and a willingness to learn about the product lines
Be able to communicate effectively
Above-average typing and data entry skills
Excellent organizational and time management skills
Able to work in a team environment
Highly motivated and results oriented
Multi-task
Incredible attention to detail
Possesses product knowledge and a willingness to learn about the product lines
COMPETENCIES REQUIRED:
Adaptability
Applied Learning
Collaboration
Excellent communication skills
Continuous Improvement
Customer Focus
Decision Making
Managing Work
Work Standards
Adaptability
Applied Learning
Collaboration
Excellent communication skills
Continuous Improvement
Customer Focus
Decision Making
Managing Work
Work Standards
COMPUTER EQUIPMENT AND SOFTWARE REQUIREMENTS:
Order Entry Systems, CRM and Microsoft Office
Order Entry Systems, CRM and Microsoft Office
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