Customer Support Specialist

Primary Responsibility: Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax. Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written.

There are three representative customer service tiers that define levels of training, ability, and responsibility:

• CSS I
• CSS II
• CSS III

Core competencies of each tier are defined in the customer service representative tier document. Progression of competencies is reviewed on a biannual basis.

Duties and Responsibilities:

• Provide the best customer service in the industry
• Work as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectations
• Establish and maintain customer records and contact information
• Processing of inquiries for product quotes
• Processing of sales orders from customer purchase orders (duplicate units and new units)
• Expedite and communicate status inquiries on unit/part quotes and sales orders
• Support after sales inquiries for parts, service, repairs, warranty, policy, and commercial issues
• Timely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirements
• Support continuous improvement initiatives and processes through active involvement
• Actively support and maintain business objectives and initiatives
• Other duties as assigned to meet departmental and company objectives
• Manage waste responsibly (utilize proper containers, participate in the recycling programs)

Minimum Qualifications

Education/Experience

• Associate degree with 3 - 5 years’ Customer Service experience

OR

• GED/high school diploma with a strong background in the industry with equivalent years’ experience in design, sales, job shop, machining, or web handling industries

Other Candidate Qualifications

• Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
• Excellent written communication skills, writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information
• Able to manage pressure well and be detail-oriented
• Integrity and high ethical standards
• Strong organizational skills
• Fluent in standard Windows based application
• Knowledge of Epicor ERP system is a plus
• Knowledge of Salesforce is a plus
• Ability to work in team and individual environments without supervision, initiative-taking.
• Ability to work collaboratively across functions to accomplish goals and meet company objectives
• Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed
• Willingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company’s goals
• Ability to thrive in a fast-paced environment
• Ability to analytically synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures
• Ability to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
• Ability to assess own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others
• Ability to understand business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals
• Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources
• Ability to manage difficult or emotional customer situations; responds promptly to customer needs; Solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
• Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity
• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
• Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals
• Approaches others in a tactful manner; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments
• Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry

Physical requirements

• Ability to sit for extended periods of time
• Able to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.
• Position located in any of the Maxcess locations
• Hybrid office / work from home opportunity

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