Description

Customer Support Specialist

What We Do:

For nearly four decades The Will Group has been in the engineered structures business providing infrastructure, engineering, distribution, warehousing services, and program management.

Who We Are:

Operating under the philosophy and mission “Where There’s A Will, There’s A Way”, the corporate culture of The Will Group fosters ingenuity and creativity with every endeavor. Our competitive distinction is our ability to be an all-encompassing solutions provider. We make positive contributions to our customers and community. This process is not just transactional, its transformational.

About TWG Infrastructure:

TWG Infrastructure represents premier manufacturers such as GE and Valmont. We have also added many more manufacturers to our lineup, serving municipal customers, the Illinois Department of Transportation, the Chicago Department of Transportation, The Tollway, private customers, design consultants and architects, utilities, educational and institutional facilities, and electrical and general contractors. Our commitment to excellence through diversity and inclusion is evident in the various cultures, backgrounds, thoughts, and experiences that come together every day to achieve success.

Scope of Work:

The Customer Support Specialist is responsible for providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a seamless customer experience. This role involves handling billing questions, product concerns, and general service inquiries with professionalism and efficiency. Additionally, the role requires proactive problem-solving to enhance customer satisfaction and loyalty. The role will also work cross-functionally to improve processes and maximize transaction profitability.

Duties/Responsibilities:

• Responds promptly and accurately to customer inquiries regarding billing, product issues, service concerns, and general questions.
• Provides detailed information about products, their applications, and industry-related topics.
• Maintains a high level of professionalism and customer service excellence in all interactions.
• Ensure customer order details are accurately recorded and updated daily in OASIS.
• Coordinates with the Quotations department to verify order accuracy and completeness.
• Continuously enhances product knowledge to provide informed support.
• Resolves customer issues proactively, turning challenges into opportunities for repeat business and contributing to company growth.
• Manages projects by tracking shipments, organizing project files, and sending order confirmations.
• Optimizes transaction profitability by identifying efficiencies and ensuring accurate order processing.
• Processes incoming purchase orders promptly and accurately.
• Communicates effectively to resolve conflicts, address concerns, and identify root causes of issues for long-term solutions.
• Actively engages with other members of the company to continuously strive to improve processes, create efficiencies, reduce costs, and increase profitability.
• Cooperatively takes on other duties, roles, or responsibilities, as assigned.

Required Skills/Abilities:

• Exceptional organizational skills and attention to detail.
• Ability to analyze data and make decisions to improve profitability and efficiency.
• Strong interpersonal skills with a customer-first mindset.
• High level of professionalism and ability to maintain composure in challenging situations.
   

Education/Experience:

• Associate Degree in a related field preferred.
• Experience with customer management systems (such as OASIS), order processing software, and basic Microsoft Office tools (Excel, Word, Outlook).
• Minimum of 5 years of experience in customer service or a similar role.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.
• Must be able to access various departments of a given location.

Salary Range: $50,000 - $55,000 annually commensurate with experience.

Additional Benefits Include:      

• An excellent benefits package including, Medical, Dental, Vision, Life Insurance, 401K with company match, generous PTO allotment, paid volunteer time off, 10 ½ days of holiday pay, continuing education reimbursement and much more.

Qualifications

Salary : $50,000 - $55,000