JOB DESCRIPTION
Job title: CUSTOMER SUPPORT SPECIALIST
Code: 66-30-00-160-xxx
Summary/Objective: The Customer Support Specialist position will require supporting customer relationships by owning the customer’s service experience through answering daily questions, solving problems, and aiding where needed. You will be the face of our company, providing exemplary service and support to our valued customers. Your primary responsibility is to ensure that our customers have a positive and seamless experience.
Essential Functions/ Responsibilities:
- Support requests for Sales
- Support tasks such as MOQ override, No Charge Orders, Miscellaneous Billings, new customer set-ups, FSE linking responsibilities, Credit Hold, etc.
- Complete mainstream pricing requests related to quote renewals, pricing and delivery, and spreadsheet pricing.
- Provide accurate information about products, services, and company policies.
- Fulfill all daily customer requests via the main phone rotation, chats, and eTickets including, but not limited to, new customer purchase orders, expedite needs, order maintenance, account setup, and general frequently asked questions.
- Resolve customer issues, complaints, and concerns efficiently and effectively.
- Coordinates expedite requests between the customer and Samtec via email or the website.
- Collaborate with other departments to resolve complex customer issues.
- Assist as Backup for Communications staff when needed.
- Review customer setups daily, researching customer website information to verify customer data, and ensure that accurate and complete account information has been entered.
- Perform routine maintenance on customer accounts, including but not limited to, company name, physical address, and customer specific flags.
- Fulfill requests for new customer samples and purchase orders via customer portals, EDI, order entry queue, and the website.
- Review customer purchase orders for special instructions and quality requirements, coordinating with the compliance team as needed.
- Process and maintain customer change order requests.
“The responsibilities as defined are intended to serve as a general guideline for this position. Associates may be asked to perform additional tasks depending on strengths and capabilities”
Required Experience:
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3 – 5 Years’ Experience in a Customer Service environment is preferred
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Proficient in Microsoft Outlook, Word, Excel, PowerPoint.
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Excellent written and verbal communication skills.
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Excellent organizational and follow up skills.
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Effective time management skills with the ability to manage multiple tasks.
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Strong interpersonal skills and ability to work well with a team.
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Demonstration of flexibility, innovation, customer service, and ability to create win/win solutions.
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Must be able to sit/stand for at least 90 consecutive minutes, and not suffer from any sensory deprivation and/or paralysis of the limbs.
- Proficient written and verbal communication skills in English
Education:
- BS in Business or relevant field is preferred.
