What are the responsibilities and job description for the Customer Service Support Specialist position at Evermark LLC?
Description
Step into an exciting era of growth and innovation at Oak Pointe, an Evermark Company!
Ever wonder how it feels to go to work every day excited not just about what you do, but where you do it? At Oak Pointe Stairs, you don’t have to wonder... our employees will tell you this can be your reality!
If you’re passionate about what you do and inspired to do it better than anyone else, we can provide that playground, supporting you in ways you’ve never experienced. Even better—as an ESOP company, you’re helping to build a financially secure future not just for us.... but for yourself as well, as one of our owners!
With that in mind, if you’re at the top of your game—with the drive and energy to jump in with our dynamic team of go-getters—we want to hear from you!
As a leading manufacturer of exquisitely crafted stair parts and millwork, we're set to revolutionize industry standards and broaden our horizons.
As we continue to expand, we are seeking a Customer Service Support Specialist to act as the conduit between our customers and our organization. The Customer Service Support Specialist is the liaison between the Sales Team(s), the customers, and the rest of our organization and departments and is instrumental in ensuring that the company delivers accurately on the expectations of our customers.
Essential Functions
· Direct interaction with customers via phone and email.
· Enter and update customer quotes into computer system with high level of accuracy.
· Using ERP system, keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
· Resolve customers' service or billing complaints
· Provides information in response to inquiries about products and services
· Escalate customer issues to manager(s) when necessary
· Regular interaction with Marketing, Planning and Finance Teams to ensure departmental and corporate goals are met.
Participate in customer meetings and customer specific project meetings as required by management.
· Exceptional interpersonal and communication skills.
· Strong customer service orientation.
· Strong problem-solving skills
· Ability to analyze data and utilize various software applications.
· Ability to communicate, interact and maintain effective relationships with customers, peers and other departments at all levels of the organization.
· A strategic thinker with exceptional multi-tasking skills who has a laser focus on delivering objectives and continually striving for excellence.
· A confident self-aware team member who listens to internal and external input and takes decisive action.
· Open, honest and approachable.
· Must be mature and able to deal with situations in a balanced way. Adaptive and responsive to challenges.
· Understands the importance of company culture and dynamics of change in achieving objectives.
· An independent thinker who can operate in a fast-paced, innovative environment
Requirements
· High school diploma or equivalent.
· 1-2 years of customer service experience and sales support.
· Computer literate and proficient in Microsoft Office applications, Word, Excel and Outlook.
· Keying data entry efficiently and accurately with proficiency in typing/keyboard is required.
· Polished phone demeanor, tone and etiquette is required.
