Customer Support Specialist

Essential Role and Responsibilities:

To provide Customer Service support functions for Westway customers. Responsible for managing existing business relationships and a primary contact for customers. The CS Specialist will ensure that Westway and the customer’s needs are handled in an efficient and profitable manner ensuring excellent customer service standards maintaining high customer satisfaction.

Below is a list of essential duties of this position. Other duties may be assigned as needed.

• Serve as the main point of contact between the Customer and internal groups in Westway such as sales, operations, and supply chain.
• Process customer communication daily via telephone, email, text, and faxes. Enter orders into AX system for the Customer and facility based on the appropriate lead time required. Communicate with customers on freight charges, logistics and other transportation information.
• Engages with production facilities on customer orders and deliveries ensuring efficient customer and operations satisfaction.
• Resolve customer product or service problems, clarifying complaints, determining solutions, and following up to ensure resolution.
• Monitor and process no-ships according to policy guidelines, Process credits and re-bills daily. Adjust as necessary.
• Interact and communicate with clients and co-workers in a professional and appropriate manner with timely response. Provide feedback in a respectful and positive manner.
• Assist assigned Sales Group with Price FX support as well as customer communication.
• Train other Tomball staff on processes, procedures, MS AX, Price FX other software, etc. when necessary.
• Take the initiative to identify problems, use judgment to find appropriate solutions and follow through on resolving issues in a timely manner.
• Provide back-up and relief to other positions as appropriate.
• Support team efforts, actively work to generate respect and enthusiasm, cooperate with others, and actively learn from other team members.
• Report to work on time prepared to perform the duties of the position and willing to perform the duties as workload necessitates.
• Maintain confidentiality of all corporate, personnel and research matters.
• Employee shall comply with applicable regulatory and company health, safety, environmental, and security requirements. Employee is expected to complete required training in a timely manner; perform duties in a safe and environmentally sound manner; and immediately report injuries/illnesses.
• Ability to manage multiple tasks, adapt to changing priorities and still meet business deadlines.
• Enthusiastic and adaptable with a practical approach to delivering real value to the business.

Education Requirements:

• Bachelor’s degree in related Agriculture business preferred, or Associate’s degree and prior experience.
• Prior successful industry customer service experience and / or proven track record of accomplishments working in an environment servicing both internal and external customers.

Minimum Experience, Skills, and Qualifications Required:

To perform the duties of this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below outline the knowledge, skills, abilities, and competencies that are required in this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Minimum 1-year experience as a customer service or inside sales specialist.
• Strong interpersonal and communication skills both verbal and written. Positive and professional attitude.
• Strong attention to detail, problem solving, prioritization, time management, and organizational skills.
• Ability to work and collaborate with cross functional teams.
• Preferred experience with Microsoft Dynamics AX ERP system a plus.
• Proficient in Microsoft Office Suite and ability to learn and use software.
• Ability to read, analyze, and interpret documents, manuals, reports, and correspondence.
• Ability to communicate effectively, verbally and in writing, with customers and co-workers; ability to write correspondence and instructions, using exemplary grammatical and spelling skills.
• Ability to interact with others in a professional and appropriate demeanor, work effectively with a diverse group of individuals and maintain effective working relationships with staff and customers.
• Ability to manage multiple tasks, logistically organize and maintain many details and meet deadlines.
• Ability to work independently with general direction from supervisor.
• Capable of reporting to work on time prepared to perform duties of the position and willingness to perform duties as workload necessitates.
• Ability to carry out the duties of this position while helping the company to meet its mission and while adhering to policies, procedures, and regulations.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Application Question(s):

• Are you comfortable working in the office Monday-Friday?
• What is your desired salary?

Work Location: In person

Salary : $40,000 - $45,000