What are the responsibilities and job description for the Customer Support Specialist position at Concept Machine?
TITLE : Customer Support Specialist
LOCATION : Westlake, OH Office
FLSA STATUS : Non-Exempt
POSITION SUMMARY
Our multi-state capital goods sales and service (distribution) business has an immediate need for a Customer Support Specialist. This position focuses on receiving purchase orders, sending invoices, communicating with our partners and other vendors, and being a resource to our outside teams by providing timely information and accurate quotes.
CORE RESPONSIBILITIES
While working independently, provide excellent customer service to customers by assisting with their questions / issues and paying particular attention to professional communication, details, and relationship-building
Interact with salespeople and / or customers by telephone, email, and in-person to receive and process orders accurately
Invoice for orders processed
Establishes, develops, maintains, and updates the filing system for the department
Answers phones and takes messages or fields / answers all routine and non-routine questions. Works in cooperation with other office personnel to answer phones.
Issues quote and review orders from customers for accuracy in the specification, price as quoted, and terms
Issue order confirmation and packing lists and package tools ready for shipment
Maintain shipping and receiving log
Verify vendor invoices for accuracy and take corrective action as required
Uphold company policies and follow guidelines / procedures
All other duties as assigned
CORE COMPETENCIES
Demonstrates the highest level of detail orientation, organizational skills, and the ability to multi-task efficiently
Demonstrates a sense of urgency to attain and exceed desired results
Demonstrates a sense of confidentiality
Ability to leverage a variety of resources and work through others
Ability to balance simultaneous projects while meeting assigned project timelines
Advanced oral and written communication skills with the ability to write and edit business correspondence
Able to maintain a high level of confidentiality
Self-directed, detail-oriented, and flexible
Willingness to learn and perform any / all work duties
Forward-looking thinker, who actively seeks opportunities and proposes solutions
Other core competencies will be defined by your direct supervisor / manager
CORE EXPERIENCE AND EDUCATION
Associate's degree or higher.
3-5 years' experience in Customer Service and / or inside sales - support sales administrations
Exceptional leadership, interpersonal communication, and relationship-building skills
Ability to handle and prioritize multiple tasks, work under pressure, and meet all deadlines
Exhibit a high level of professional conduct, integrity, and accountability
Must have the ability to make recommendations to effectively resolve problems or issues, by using wise judgment that is consistent with policies and procedures, regulations, and / or law
Proficient in Microsoft Office and an understanding of CRM and ERP programs; Epicor Prophet 21 experience preferred.
MENTAL / PHYSICAL REQUIREMENTS
Ability to be on your feet while performing job requirements
Ability to sit for periods depending on the job requirements.
Frequent alpha / numeric keyboarding.
Ability to view a computer for periods.
Ability to exert up to 10-20 pounds occasionally.
Ability to balance, reach, and grasp as needed for the job.
Ability to crouch, grasp, and lift products above shoulders to lift boxes and products from the floor properly.
WORK SCHEDULE
This position requires a 40-hour minimum work week.
This position is located in the office, not remote or hybrid.
This position is non-exempt.
