What are the responsibilities and job description for the Customer Support Specialist position at Brin Glass Company?
Northwestern Glass Fab is searching for a Customer Support Specialist to join our growing team!
What makes Northwestern Glass Fab unique? Founded in 1912, Northwestern Glass Fab, a division of Brin Glass Company, has been providing fabricated glass and aluminum to its customers for over 100 years. Our commitment to quality and the ability to deliver precision custom fabricated glass products on a timely basis has us shipping products to customers located all over North America.
As a privately held ESOP company, Northwestern Glass Fab offers incredible benefits and a unique employee-owned culture focused on living our core values every day: We Show Up.
We Bring It. We Do It Right. We invite you to consider investing your strengths here.
What We Offer:
- Health, Dental, Life and Vision Insurance
- Flex Benefits – including Medical Expense and Dependent Care
- 401(k) with 3% company match
- Employee Stock Ownership Program – an incredible wealth building opportunity!
- Paid Holidays and Paid Time Off
- Hybrid work model which allows for flexibility to work from home as part of your weekly schedule
- Employee Development Focus: including Weekly 1:1 coaching time with direct leadership; culture of “Grow Our Own” for employee development to new roles including leadership roles
- Educational Assistance
- Career development and advancement opportunities
Job Purpose: Receive incoming calls from customers to provide quotes, place orders and answer customer questions. Enter quotes and orders in our ERP system providing acknowledgments and delivery dates.
TYPICAL WORK HOURS: 8:00am - 4:30pm, Monday-Friday
Essential Duties and Responsibilities
- Enter orders and quotes.
- Answer customer questions in person, on the phone, and via email.
- Ensure all information including costs, sale price, delivery dates and products are entered correctly on order transactions.
- Troubleshoot problems for our customers.
- Answer incoming calls and email requests from customers.
- Process customer complaints.
- Process RGA’s for returning product.
- Process invoices and prepare credits.
- Build and maintain, strong, long-lasting customer relationships.
- Assist with challenging customer requests or issue escalations as needed.
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Knowledge, Skills & Abilities
- College graduate or High School diploma with 3 years’ experience in customer service and order entry.
Pay ranges between $21 - $26, depends on your experience.
- Strong verbal and written communication skills.
- Strong technical/math skills (Mathematics/Geometry)
- Strong team collaboration skills.
- Ability to consistently process transactions accurately.
- Ability/desire to work in a fast-paced industry.
- Strong attention to detail, with good organizational skills.
- Experience in delivering customer-focused solutions based on customer needs.
- Ability to prioritize among competing tasks.
- Critical thinking and problem-solving skills.
- Excellent active listening skills.
- Competent in use of Word, Excel, and Outlook.
- Experience in order entry process via a formal ERP system.
Salary : $21 - $26
