Customer Support Specialist

JOBTITLE: Customer Support Specialist

REPORTS TO: Senior Business Manager

FLSA STATUS: Non-Exempt

SUMMARY: The Customer Support Specialist will be responsible for coordinating customer order entry and fulfillment, primarily focused on orders that come in through email and over the phone.

ESSENTIAL FUNCTIONS:

• Enter orders that come in via email and telephone into ERP system using product knowledge to ensure the customer is getting the correct product

• Provide quotes as requested by customers

• Set up new customer accounts as needed

• Arrange Truck (LTL/FTL) Shipping

• Collaborate with other departments to resolve any shipping issues or delays.

• Maintain cleanliness and organization

• Adhere to all safety standards

• Other duties as assigned

  COMPETENCY:

  To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions.

• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

• Interpersonal – Maintains confidentiality

• Oral Communication – Responds well to questions; Demonstrates group presentation skills; effective at communicating with peers.

• Team Work – Contributes to building a positive team spirit.

• Written Communication – Writes clearly and informatively; Able to read and interpret written

  Information.

• Business Acumen – Understands business implications of decisions; Demonstrates accuracy and thoroughness.

• Organizational Support – Follows policies and procedures.

• Adaptability – Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays or unexpected events.

• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

• Dependability – Commits to long hours of work when necessary to reach goals.

• Initiative – Asks for and offers help when needed.

• Innovation – Generates suggestions for improving work; Develops innovative approaches and ideas.

• Judgment – Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.

• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.

• Professionalism – Treats others with respect and consideration regardless of their status or position.

• Quality – Looks for ways to improve and promote quality.

• Quantity – Strives to increase productivity.

• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE:

Agriculture background not required but basic knowledge is preferred.

LANGUAGE ABILITY:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

MATHEMATIC ABILITY:

Ability to calculate basic mathematics such as adding, subtracting and multiplication

COMPUTER SKILLS:

To perform the job successfully, an individual should be highly comfortable working on a computer on a daily basis.

CERTIFICATES AND LICENSES:

No Certifications needed

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers, handle or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. Employee may need to lift up to 50 lbs occasionally.

NON-PHYSICAL DEMANDS: Must have the ability to work in a fast paced, high expectation environment with limited daily direction. Should be a self starter and punctual.