Customer Service Representative

Customer Service Specialist FLSA Classification: Salaried Exempt Full-Time
Annual Rate Estimate: $38,000-$50,000
Reports to: Director of Purchasing
Revision Date: May 1, 2024
Job Summary: The Customer Service Specialist will interact with the company's customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service.
Supervisory Responsibilities: · None.
Duties/Responsibilities: · Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
· Works hand in hand with the operations and purchasing to understand the schedule of customer's orders.
· Monitors and updates customers on time delivery of orders.
· Works with the Operations Department to learn our production capabilities, and to help with customer quotes.
· Work with the Finance Department to send out invoices to customers.
· Collects and enters orders for new or additional products or services.
· Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
· Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
· Performs other duties as assigned.
Required Skills/Abilities: · Excellent communication skills including active listening.
· Service-oriented and able to resolve customer grievances.
· Proficient computer skills with the ability to learn new software.
· Able to take the initiative on customer service issues.
· Must possess a growth mindset in the workplace.
· Outstanding problem-solving skills in a variety of tasks.
Education and Experience: · High school diploma or equivalent.
· Bachelor's degree in business management, supply chain management, or another field, or equivalent experience preferred but not required.
· Customer service experience required.
· Blueprint reading experience preferred, but not required.
· Any form of Enterprise Resource Planning (ERP) experience required.
· Experience with Microsoft Office products (Word, Excel, etc.) required.
Physical Requirements: · Prolonged periods sitting at a desk and working on a computer.
· Must be able to lift up to 15 pounds at times.