Customer Support Specialist

Job Summary:

The customer service representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Essential Job Function:

•Responds to inquiries or issues regarding products, lead times, delivery dates, and pricing or customer complaints as received.
•Supports Carling’s “Terms& Conditions”, including payment and warranty terms.
•Updates customer information for computer database entry.
•Coordinates processing and completing of various forms: Carling’s or the customer’s.
•Coordinates activities (SP’s, Expedites, RMA’s, MRPs, shipping, credit, engineering) with other departments as needed.
•Prepares new orders, change orders or cancellation requests for data entry; performs data entry as needed.
•Handles the needs of outside sales, authorized rep groups, authorized distributors or OEM customers.
•Assists customers with the use of the web site to find product information, rep group or distributor locations or distributor product inventory.
•Process new requests for BOM (Bill of Material) creation.
•Processes sample requests received from direct e-mails or web site inquiries.
•Works with web portal inquiries to obtain customer updated scheduling requirements.
•Receives and reviews information, i.e. Customer Scorecards, through customer web sites or portals. Ensures information is accurate. Forwards Scorecards to the Quality group for review and action as needed.
•Assists with reviewing and amending various systems generated and manually created reports (Duplicate Order, Hot Stamp/Color Charge, Minimum Billing, EDI Discrepancy Report) to achieve accurate delivery performance.
•Coordinate updated customer specific requirements with correct groups or departments.
•Receives inquiries via phone, fax, e-mail or snail mail for quotations samples, orders, and product information or lead times from customers. Provides pertinent information as it relates to the request.

Recommended Education / Experience:

•Associates Degree preferred, and 4 to 6 years of field experience/training, especially in the area of customer service.
•Proficient in general office skills including the use of files, fax machine, copy machine and scanner.
•Computer literate in basic functions, e-mail capabilities and web environments.
•Professional interpersonal and telephone skills including active listening skills.
•Understanding of customer specific requirements pertaining to their job function.
•Critical thinking skills to identify solutions to issues.
•Ability to multi-task and remain organized in order to follow through and provide appropriate responses both internally and directly with customers.
•Ability to work individually as well as coordinating with other departments.
•While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands, etc.

Posted Monday, June 11, 2018

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