Customer Service Specialist I

The Customer Service Specialist I serves as liaison between Quantix and the customers’ orders. Their goal is to ensure the order management process is executed accurately and timely. They provide one on one service to our customers while communicating their daily needs and providing key information to help prevent and solve issues. The Customer Service Specialist I recognizes customer needs and coordinates internal and external activities to make things happen. They build relationships through service, communication, and organizational/product knowledge.

Summary of Essential Job Functions

This job includes the following duties and any other as assigned by their manager:

• Responsible for the basic Order Management actions including:
• Completes the base order entry management and confirms accuracy of orders.
• Reviews inventory and interpreting inventory to be able to allocate products according to the requested order.
• Enters the appropriate company and commodity codes within the WMS or related system
• Executes any required cancellation process or order change process
• Provides 3rd party inventory or order requirement in their portal.
• Completes and maintains required company or customer documentation for the order to ensure that all required documentation is sufficiently detailed to meet the needs of other departments within the company and all “special handling” requirements set forth by individual customers are properly communicated.
• Communicates clearly and effectively with internal Quantix divisions to ensure the expeditious handling of all customer orders, requests, ‘special’ requirements, and other needs.
• May interact occasionally with the customer on basic order management inquiries.
• Completes appropriate incident and nonconformance reports as required.
• Escalates moderate to complex customer order management issues including non-conformances, changes, cancellations or concerns.
• Manages to and focuses on key department KPI’s.

Minimum Requirements

• Bachelor’s Degree or 1 year of equivalent experience.
• Demonstrates excellent written and oral communication skills.
• Works well in a team environment and strives to support the needs of both the customer and the company.
• Demonstrates the flexibility to handle situations to maintain the highest possible levels of service to the customer base.
• Has proficiency in Microsoft applications and the ability to become proficient in standard web-based operations systems.
• Ability to answer a high volume of calls and/or emails daily.
• Ability to share work amongst a customer service team.
• Ability to exhibit attentiveness, patience and active listening skills.
• Demonstrates the ability to tactfully handle basic support situations to ensure a timely resolution during the day-to-day performance of the functions of the position.
• Performs all responsibilities and duties with direct supervision.