What are the responsibilities and job description for the Customer Service Specialist position at mermet?
Description
Hunter Douglas is the world’s leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we’ve defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.
As a member of the Hunter Douglas family of brands, Mermet is the leading innovator of sun control textiles. Our care for people propels us to design only the highest quality fabrics to comfortably control environments and create better places to live, work, and visit. At Mermet, we are committed to advancing the technology of shading solutions. Meet the brand driving an industry forward!
We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What’s yours?
Position Overview
The Customer Support Specialist will be responsible for all aspects of order processing for a predefined assignment of Customers, monitoring open or back orders, communicating any changes or updates directly to the Customer or Sales Manager, working closely with quality, planning and the warehouse departments, establishing relationships with Customers, monitoring online web chats and all inbound phone calls. Customer Support Specialist will report directly to the Sr. Customer Experience Manager. The normal work hours for this position are 40 hours per week, beginning daily at 8 : 00 am.
What you'll do
- Efficiently process and fulfill incoming customer purchase orders, monitor backorders, reserve products, and coordinate with the warehouse for timely shipments.
- Manage customer inquiries via webpage chat, phone calls, and emails, providing accurate product information and technical assistance based on customer needs.
- Enter orders using Microsoft Dynamics AX and utilize Excel for tracking production, backorders, customer inventories, and generating reports using pivot tables and dashboards.
- Maintain knowledge of shipping workflows, including LTL freight, bills of lading, and packing slips, and communicate accurate shipping instructions to the warehouse.
- Stay updated on product offerings and make suitable product recommendations or substitutions based on customer needs.
- Understand customer business processes and suggest improvements, such as forecasting, stocking programs, and staged shipments.
- Assist in resolving customer conflicts, ensuring customer satisfaction and retention.
- Continuously update job knowledge by learning new products, applications, and industry trends, participating in relevant training opportunities.
- Work closely with other departments, including quality, planning, and warehouse teams, to ensure smooth order fulfillment and meet customer requirements.
- Perform additional tasks as assigned by the Sr. Customer Experience Manager.
Who you are
What's in it for you?
