Customer Support Specialist

JOB OVERVIEW : The Customer Service Specialist plays a critical role in ensuring an exceptional customer experience. In this role, the Customer Service Specialist will partner with Account Managers on assigned accounts to provide support ranging from presales activities through onboarding and ongoing account management. They will process and manage all aspects of the order entry process to ensure every order is fulfilled to customers' expectations.

ESSENTIAL FUNCTIONS (RESPONSBILITIES) :

• Works with the Account Manager to become a strong and easy access point of support for assigned customers during the sales engagement and for ongoing support.
• Works as a liaison between the Account Manager(s) in the field and the operations team internally. This includes collaborating with internal departments to promptly identify and engage resources to resolve issues in a structured and process-minded way and in support of assigned accounts.
• Sit in on customer calls with Account Managers to support selling efforts by helping with information gathering, operational questions, pricing information, etc.
• Provides support for transactional accounts that are not assigned to a Customer Support Specialists where necessary.
• Coordinates the entire order process, processing customer orders and communicating with customers regarding their orders.
• Receives purchase orders, enters and manages inbound sales orders, creates order acknowledgements, communicates product availability, confirms delivery dates with customers, and updates ERP system where needed.
• Responsible for excellent electronic document filing for customer accounts.
• Coordinates with internal departments and the sales team to ensure customer expectations are set and achieved.
• Works with the Supply Chain team and any other department as needed for materials needed for customer requests / orders when the material needed is located at one of NAC's warehouses. Process those orders for transfers and requisition through the proper channels as necessary.
• Runs reports to track orders, checks for order accuracy, and uses reports to manage the entire order to fulfillment process.
• Manages customer short stocks and backorders, coordinating with other departments as needed to fulfill customer orders in a timely manner, ensuring the customer is provided with all details around back ordered items.
• Responds to customer inquiries such as SDS, COA's and / or basic technical information.
• Processes return merchandise authorizations (RMA) and work with the operations team to ensure returned materials are received and processed back into ERP system.
• Communicate with customers on all related details around the RMA process to ensure customers' expectations are met.
• Responds promptly and positively to all incoming customer service department calls and emails.
• Responsible for customer concerns and complaints, including but not limited to recording and responding to all issues raised by the customer and making decisions in relation to corrective and preventative actions.
• Troubleshoots problems and relays concerns to cross functional colleagues and manager