What are the responsibilities and job description for the Customer Support Specialist position at Superior Essex?
Essex Brownell is a global distributor of magnet wire, connectivity cable, lead wire, motors, drives, electrical and electronic insulation, tapes, repair parts, as well as shop and test equipment. Throughout our 34-year history, we have built key supplier relationships across many industries to ensure the highest level of quality to help businesses through innovation, supply management, and services. Essex Brownell owns and operates distribution centers in 11 states, as well as Mexico and Canada, to ensure that no matter where you are we can help facilitate prompt delivery of products to go right into your manufacturing lines.
ESSENTIAL PURPOSE OF THIS POSITION :
The purpose of the Customer Support Specialist is to enhance the customer experience. The Customer Support Specialist will investigate customer complaints, make determinations of appropriate actions to resolve customer complaints, resolve customer complaints, or make recommendations. The Customer Support Specialist will perform a variety of duties that impact customer responsiveness, including RMA approvals and processing, vendor direct order processing, Item add processing, UAD (Unauthorized Deduction) investigation and resolution, customer order expediting, non-material credit requests, unit-of-measure conversions, regulatory compliance, and other tasks as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Conduct investigations and make appropriate business decisions that protect the interests of Essex Brownell while preserving the relationship with the customer
- Listen and respond to customers' needs and concerns
- Review and update customer account data
- Maintain a record documenting workflow time in - time out for customer requests
- Record details of customer interactions
- Research answers or solutions needed
- Refer customers to managers or others as needed
- Respond to customers and suppliers (internal and external) in a friendly and considerate manner
- Carry out and enforce established business procedures
- Make decisions regarding customer credit requests, and RMA requests within established limits
EDUCATION AND EXPERIENCE REQUIREMENTS :
SKILLS AND ABILITIES REQUIRED :
COMPETENCIES REQUIRED :
COMPUTER EQUIPMENT AND SOFTWARE REQUIREMENTS :
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