Customer Support Specialist 1

****TRAINING IN DUBUQUE, IOWA may be required. No more than one week. 

Job Title: Customer Support Specialist 1

Department: Customer Service

FLSA Status: Non-Exempt

The Customer Support Specialist 1 plays a vital role in assisting customers and field sales representatives with placing orders, providing product information, pricing, and delivery updates. Communication is handled via phone, email, and fax. This position specifically supports water pumps and pump-related products, requiring a strong understanding of the product line to effectively address customer needs and inquiries.

KEY RESPONSIBILITIES

• Respond to incoming phone calls and emails from customers and field sales representatives.
• Enter new orders and expedite existing orders to meet customer expectations.
• Provide accurate and timely information on product availability, pricing, freight policies, quantity discounts, and warranty details.
• Offer technical product guidance to help customers choose the best solution for their application.
• Coordinate with other departments to resolve customer concerns such as billing issues, shipping errors, lost orders, misordered items, defective products, and return requests.
• Assist in gathering information for special pricing requests, including cross-referencing competitor part numbers to Baker part numbers.
• Participate in the quotation process by preparing both written and verbal quotes for customers.
• Process orders received via phone, fax, email, and EDI.
• Handle return goods, including creating documentation and determining final credit disposition.
• Support Product Managers with daily tasks and special projects.
• Maintain accurate records in the CRM system, including logging key interactions and updating customer information as needed.
• Other duties may be assigned as needed.

QUALIFICATIONS

Education & Experience

• Associate's degree (A.A.) or equivalent from a two-year college or technical school
• OR six months to one year of relevant experience/training
• OR an equivalent combination of education and experience

Communication Skills

• Strong ability to write reports and business correspondence
• Confident in presenting information and responding to inquiries from managers, clients, and customers

Math Skills

• Comfortable with calculations involving discounts, interest, commissions, percentages, area, and volume
• Basic understanding of algebra and geometry

Analytical & Problem-Solving Skills

• Able to interpret and carry out instructions in written, oral, or diagram form
• Skilled at resolving issues involving multiple variables in standardized situations

PHYSICAL REQUIREMENTS

• Regularly required to sit, use hands/fingers to operate a computer, mouse, or phone
• Occasionally required to reach with hands and arms
• Vision requirements include close vision for computer and paperwork tasks

WORK ENVIRONMENT

• Professional office setting with a moderate noise level
• Reasonable accommodations can be made for individuals with disabilities