Customer Support Specialist

THE GORILLA WAY

At Gorilla, our mission is to build brands people love with products we believe in alongside people we care about!

We believe in four pillars that are the driving force behind everything that we do which are Brands, Customer, Community and our People. We believe in our unique company culture and investing in the people who work here by caring about the totality of their lives which is why our core values are so important to us!

Position Summary:

The primary responsibility of this position is ensuring order processing compliance and resolving issues for our valued customer base. The Customer Support Specialist is required to have excellent data entry skills and must be detail oriented. Experience with Microsoft Dynamics Great Plains, SalesPad, Oracle, WMS/FASCOR and/or EDI processing is a plus. Must be customer focused with high service standards and have the desire to work cross functionally and assist others.

Core Competencies:

• Customer Focused
• Strong Written & Verbal Communication
• Organization
• Problem Solving
• Judgment
• Critical Thinking
• Detail Oriented
• Teamwork
• Reliability
  
  

Duties:

• Resolve issues pertaining to customer orders (overages, shortages, damages, on-time shipping, etc.) Issues may be communicated via email, direct phone calls, through sales reps/sales support, etc.
• Work with other departments and the customer regarding order issues or adjustments
• Accurately log customer issues into database and orchestrate solutions for those issues
• May be responsible for managing customer account data, including auditing and updating on a regular basis
• Process damage freight claims with freight carriers
• Manage open orders and expedite as needed
• Utilize various carrier websites for issue resolution and tracking
• Complete manual invoicing processes
• Create RGAs, monitor status and may assist in processing return shipments
• Maintain policy and procedure documentation
• Provide overflow assistance for order processing
• Attend departmental meetings and complete projects as assigned by management
  
  

Qualifications

Qualifications Required:

• Excellent customer service skills
• Minimum high school diploma or equivalent
• Excellent data entry skills
• Solid knowledge of computer systems including Outlook, Word, and Excel. Experience with Great Plains, SalesPad or Oracle software would be helpful
• Must work well in a team environment, but also able to work independently
• Ability to work well under pressure
• Ability to balance regularly scheduled deadlines with ebbs and flows of incoming issues
• Must be dedicated and flexible
• Detail oriented, with strong organizational, verbal, and written communication skills
  
  

Physical Demands:

While performing the duties of this job, the employee is frequently required to stoop, reach, stand, walk, lift, pull, push, grasp, talk, hear, see and use repetitive motions. The employee may frequently lift up to 10 pounds of material, or sit for long periods. Specific vision abilities include close vision such as reading handwritten and or typed material and must have the ability to focus.

Company Values:

Adhere to The Gorilla Glue Company’s Core Values that ensure everyone works together to exceed expectations.

• Have fun, be passionate and show it!
• Act with integrity and respect in all relationships.
• Communicate openly & appreciate the effort of others.
• Embrace knowledge, growth and change.
• Strive for excellence in what we do every day!
  
  

Are you ready to join one of Cincinnati’s Top Workplaces? Our employees love working here because of our environment, which is driven by our company mission and core values. If you have the right qualifications and thrive in a fun and fast-paced environment, we have a great opportunity for you to grow with us!