Customer Service Specialist

Essential Duties and Responsibilities The primary focus of the customer service specialist (CSS) is to ensure that all customer’s needs and concerns are addressed satisfactorily and in a timely fashion.
Provides general and technical information about products and services to current and potential customers.
Takes product and service order information and determines charges based on a pre-determined pricing and discount structure.
Listens and responds to customer questions and concerns; in the event the CSS is not able to meet the customer’s needs, refers the customer to the Customer Service Manager to resolve the situation.
Records special details of transactions and makes notes on the customer’s account regarding special instructions and/or non-standard orders (i.
e.
, material used, shipping instructions, billing requests, etc.
).
May help to generate sales leads by making outbound telephone calls to current and potential customers.
In the event a customer experiences a product failure in the field, the CSS may provide basic troubleshooting assistance to resolve the issue.
May attend trade shows, customer open houses or other functions to help promote the company’s products and brand image.
Serves a communication bridge between the end user/customer and the production facility staff; resolves minor related issues if they arise.
Performs other duties as designated by the Customer Service Manager.
No Supervisory responsibilities are generally required for this position.
Education and Experience High school or equivalent required.
Completion of an associate or bachelor’s degree in business preferred.
2-3 years of previous sales/customer service experience is strongly preferred.
Experience with Microsoft Office products and ERP systems.
Other Knowledge, Skills or Abilities Required Must be able to maintain accurate records and perform basic mathematical operations.
Must be able to operate a personal or laptop computer, with emphasis on accurate 10-Key numeric typing.
Must be mechanically inclined.
Must have excellent written and oral communication skills.
Must be able to multi-task and function effectively in a shared office/call center setting.
Must be able to speak, write and read English fluently; the ability to speak, write and read Spanish fluently is a plus.
Behaviors Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Dedicated: Devoted to a task or purpose with loyalty or integrity Team Player: Works well as a member of a group