What are the responsibilities and job description for the Technical Customer Service Specialist position at States Industries Llc?
GENERAL SUMMARY:
Focused on creating an enhanced customer experience, this position provides service & technical support for States Industries retail & architectural accounts. This position is responsible for managing quotes, orders, claims, VMI inventory, technical data & processes. It involves a large volume and a high degree of communication that requires sound independent judgement to act as a liaison to States Industries valued customers.
ESSENTIAL JOB FUNCTIONS:
- Acts as an advocate for the customer inside the States organization, conducting business in a 'WIN WIN' fashion' while maintaining clear and direct lines of communication throughout the entire organization to meet customer requirements.
- Works closely with the scheduling and procurement departments to identify and meet the needs of customer orders.
- Maintains correspondence with customers, providing timely information regarding anticipated delays and or shortages along with the handling of claims and other disputes while maintaining a positive relationship with the customer.
- Monitors pricing, costs and margins to ensure sales and margin targets are met.
- Strives for continuous improvement in all aspects of States Industries customer service, customer satisfaction and company operations.
- Manages complex custom component orders from prototype to delivery.
- Supports States Industries online Appleply store with customer service and inventory management.
NECESSARY SKILLS:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Computer literacy, including experience with ERP systems, spreadsheets, word processing, presentation, and database programs.
- Must be a team player having demonstrated interpersonal skills, the ability to interact and gain the respect of customers, manufacturing, operations, marketing, and management departments.
- Ability to perform under pressure and adapt to ever-changing conditions.
- Must possess analytical and problem-solving skills and be a self-motivated self-starter, able to work quickly and accurately with the ability to manage and prioritize multiple tasks.
- Exceptional verbal and written communication skills.
- Desire to become an expert in Decorative Hardwood Plywood including knowledge of Harwood Veneer Grades, Plywood Constructions, Tolerances, etc.
- Ability to listen, understand, analyze, and design, new systems and process
- Attention to detail and organizational skills, with the ability to prioritize and handle stressful situations with a high energy level
- Work independently with a minimum of supervision.
- Willing to travel as required
- Flexibility and adaptability enjoy changing environment
DESIRED SKILLS:
- Blueprint reading
- CAD experience
- Knowledge of Hardwood plywood and Components manufacturing
EDUCATION AND EXPERIENCE:
- A high school diploma or equivalent experience is required. A college degree is preferred.
WORKING CONDITIONS:
Candidate must be able to work in a demanding, fast paced and diverse office environment, with travel to customer sites and/or trade shows.
