What are the responsibilities and job description for the Customer Support Specialist position at Palram Basic?
The Customer Support Specialist for Palram Americas, Inc. based in the home office at the Kutztown facility is responsible for entering orders and responding to customer service calls. This position provides a wide array of information, including product knowledge, and assists with customer issues in a friendly and professional manner. This position demands a team approach by working closely with the Inside Sales Department to deliver customer satisfaction.
· High volume of order processing for Account Managers in a timely manner
· Processes orders for Marketing Support (sample orders)
· Answers high volume of incoming calls and assists callers with general product questions
· Manages ‘Contact Us’ inbox. Responds to customer inquiries, qualifies customer inquiries and/or forwards inquiries to appropriate Business Unit Manager, Outside Sales Rep or Inside Sales Account Manager
· Gains an understanding of the company’s products and our customers to support Inside Sales
· Communicates basic technical information on all products
· Provides product knowledge to the customers/end-users
· Proactively utilizes all provided tools and training to maximize performance
· Works with departments outside of Inside Sales to effectively and efficiently resolve customer inquiries
· Primary point of contact for the Employee Order process
· Primary point of contact for end-users with warranty claim issues related to product purchased from Home Depot and other retail distributors; works with Technical Support Manager to review claims and provide communication with the end-user
· Responsible to perform other duties and activities as directed
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
- A minimum of 2 years’ experience in customer service in a fast-paced environment
- Must have the ability to work on-site five (5) days per week
- Possess professional phone manners and presence and email etiquette
- Strong multi-tasking skills
- Good conflict resolution skills and ability to react professionally to a diverse range of complex problems and potentially frustrating customer issues
- Detail oriented with problem solving abilities
- Solid basic math skills and analytical skills
- Punctual and strong work ethic
- Ability to work well with others in a team approach
- Computer skills to include an excellent working knowledge of Microsoft Office Suite (Word, Excel, Power Point, Outlook) along with ability to adapt to internal ERP systems (SAP custom programming)
- Exhibit excellent written communication and organizational skills
- Energetic and positive attitude
