Customer Service Specialist

Summary: The Customer Service Specialist is dedicated to delivering exceptional, hands-on support to customers. This role involves close collaboration with the operations team to ensure that every customer receives the best possible service. The ideal candidate will have a strong focus on customer satisfaction, attention to detail, and the ability to manage multiple tasks effectively.

Essential Functions:

· Receive and log customer requests: monitor and categorize incoming customer requests via email. Log details in the customer service tracking system (Microsoft Lists).

· Initial Customer Contact: Promptly acknowledge customer requests via phone, verify details, and follow up with a standardized email to request any additional necessary information.

· Customer Screening: Verify credentials and gather all required information to ensure readiness for the quoting process.

· Operations Coordination: Notify the operations team once all customer information is received and ensure accurate quote creation and tracking in Logix.

· Quote Management: Coordinate with operations to deliver quotes to customers, follow up for feedback, and document outcomes, including reasons for lost quotes.

· Customer Onboarding: Manage the onboarding process, ensuring all forms are collected, verified, and approved before creating customer profiles in Logix.

· Operations Notification: Alert operations to proceed with the next steps after a quote is awarded and re-enter the request into the tracking system.

· KAM Assignment: Facilitate the assignment of Key Account Managers, introduce them to customers, and document the process in Logix and Salesforce.

· Salesforce Management: Create and maintain customer profiles in Salesforce, ensuring data accuracy and synchronization with Logix.

Competencies:

· Strong focus on customer service excellence and satisfaction

· Ability to effectively communicate and follow up with customers

· Detail-oriented with excellent organizational skills

· Ability to collaborate with the operations team to ensure smooth processes

· Strong multitasking abilities and the capability to work under pressure

· Proficiency in Microsoft office (Word, Excel, Outlook, Lists)

Qualifications:

· Bachelor's Degree in relevant course of study

· 2-4 years of experience in a professional customer service role, preferably within a logistics or operations office environment

· Experience using a CRM system, Salesforce a plus

Job Type: Full-time

Pay: $55,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Education:

• Bachelor's (Required)

Ability to Commute:

• Orchard Park, NY 14127 (Required)

Work Location: In person

Salary : $55,000 - $85,000