Customer Service Specialist

As a “caretaker” of our brand’s legacy, the primary objective for the Customer Service Specialist (CSS) is to provide exceptional service to the company’s devoted mix of business, government, and consumer customers. The highly motivated and detail-oriented Customer Service Specialist (CSS) will supply a high volume of order data entry support and product catalog information according to the customers’ needs and specifications.

Essential Duties and Responsibilities:

• Customer Support & Communication
  • Respond promptly to customer inquiries via phone, email, and chat, ensuring a professional and helpful experience
  • Provide accurate information regarding products, services, order discrepancies, and P.O. issues
  • Assist customers with order processing, account management, and troubleshooting issues
  • Conduct outbound calls as needed for follow-ups and customer support
  • Maintain an ongoing relationship with customers and sales staff, resolving order issues and service concerns
  • Suggest additional or alternative products and services to meet customer needs and drive sales
  • Greet visitors and handle incoming calls professionally, screening and routing as necessary
  • Ensure all communications align with company standards for phone etiquette and professionalism
• Order & Sales Processing
  • Accurately process high volume of sales orders, changes, cancellations, and confirmations while maintaining detailed transaction records
  • Utilize internal programs to retrieve customer information, verify inventory levels, and process orders
  • Verify customer credit status and complete necessary paperwork for issuing credits or debits
  • Provide quotes and assist sales and management within set pricing guidelines
  • Work closely with various departments to meet customer expectations throughout the sales cycle
• Billing, Shipping & Documentation
  • Process invoices, confirm shipping details, reconcile payments, and resolve any discrepancies
  • Prepare international commercial invoices and ensure compliance with shipping requirements
  • Receive from shipping the orders to be invoiced and prepare them for posting
  • Confirm shipping details and weights and resolve discrepancies found in the shipment request or weights
  • Collate invoices by payment terms (i.e., net 30 and credit card) and confirm terms match the status report
  • Confirm that credit card receipts match the final totals (with shipping and sales tax) and resolve any discrepancies
  • Maintain organized records of all orders, invoices, and shipping documents for auditing purposes
• Other Duties As Assigned

• Basic Qualifications
  • High school diploma or general education degree (GED) some college preferred
  • One year of related experience and/or training providing business to business customer service with multiplex phones
  • Proven data entry skills to include use of a ten-key and typing of at least 45 WPM with few errors
  • Working knowledge of MS Office Outlook, Excel and Word
• Preferred Qualifications
  • Language Skills: Proven ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and effectively present information in one-on-one to customers and employees.
  • Mathematical Skills: Documented ability to add, subtract, multiply, and divide using whole numbers, common fractions and decimals. Demonstrated ability to calculate figures and amounts such as discounts.
  • Reasoning Skills: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
  • Computer Skills: To perform this job successfully, an individual should have a documented knowledge of order entry, data base software and Customer Relationship Management (CRM) software.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 30 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This position has an estimated hourly rate of $18.00 - $22.00. The employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is moderate.