What are the responsibilities and job description for the Customer Support Specialist position at Closure Systems International?
Job Details
Description
The customer support specialist deals with all levels of external customer contact, as well as internal contacts in other supporting business functions as appropriate (i.e., accounting, credit, transportation, planning, information technology, etc.). The individual must be self-motivated, yet function successfully within a team environment.
• Function as the primary customer contact for the bottler locations
• Ability to use creative out-of-box thinking to ensure all customer needs are met
• Accountable to gather and communicate pertinent information to enable CSI to make solid business decisions
• Accurately input closure orders in ERP system
• Execute customer order changes in ERP system, and all necessary internal communication
• Initiate troubleshooting of customer complaints and oversee process through resolution with customer
• Responsible for providing input to National Account Manager regarding changes which might impact 30 day forecasting
• Accountable for pro-active calls to gather necessary information to enable CSI to make solid business decisions
• Identify volume/product demand for planning
• Responsible to gather information for customer credit checks
• Administer/monitor rebates and/or amortizations to uphold terms of contract
• Coordinate with AR in unadjusted item resolution and collections
• Identify areas for process improvements/monitor goals with supervisor
• Adhere to CSI’s import/export compliance policy and requirements while performing all activities of a CSS
• Review CSI’s compliance website for procedures/SOP/guidelines that will assist them in properly performing their function
• While traveling on company business, will uphold CSI’s travel policy and will report any potential problems to CSI’s Compliance Liaison
POSITION DEMANDS:
• Regular and reliable attendance and punctuality
• Use of appropriate PPE equipment/clothing when at manufacturing/bottling locations
• Significant time spent on computer each day
• This position reports to the CSI Customer Service Manager
Qualifications
MINIMUM REQUIREMENTS:
• Bachelor’s degree
• 3-5 years of experience in customer service
• Computer skills and strong analytical skills using Microsoft Word and Excel
• Excellent verbal and written communication skills
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Collaborates well with others: proactively contributes to group objectives; volunteers to help others
