What are the responsibilities and job description for the Customer Support Specialist position at Art's Way Manufacturing Co., Inc.?
The Customer Support Specialist (CSS) is responsible for providing effective customer service for all customers by using knowledge of company products and services. The CSS serves as the primary point of contact for customer inquiries, ensuring a positive experience by addressing concerns, processing orders, and assisting with product-related questions through various communication channels, including phone, email, and online systems. DUTIES AND RESPONSIBLITIES
- Answer incoming customer calls, emails, and online messages.
- Help customers find item numbers and accurate pricing using technical manuals.
- Respond to inquiries regarding products, prices, availability, services, shipping, and invoicing.
- Process incoming orders promptly and accurately to ensure timely delivery.
- Provide quotes and build whole goods specifications, addressing any product-related questions.
- Maintain and update customer records using CRM systems.
- Work with internal departments to expedite orders as needed to meet customer demand.
- Assist customers with navigating the online dealer system with patience and clear direction.
- Proactively contact customers regarding current product promotions as directed by management.
- Complete the RMA (Return Merchandise Authorization) process efficiently to resolve order-related concerns.
- Collaborate with colleagues to share information on products, selling strategies, and marketing update.
- Customer-focused mindset with strong problem-solving skills.
- Excellent communication and interpersonal skills.
- Strong organizational and time management abilities.
- Business acumen with attention to detail.
- Initiative and results-driven approach.