Customer Service Specialist

Workdays: Monday - Friday

Work Schedule: 11:30 am – 8:00 pm

PRIMARY FUNCTION:

The Customer Service Specialist is responsible for receiving, processing, and recording customer orders. This position requires contact with customers and with company staff who support the ordering, delivery, and billing process.

RESPONSIBILITIES:

• Responds to customer inquiries by telephone, fax, and e-mail to provide problem resolution.
• Resolves routine and basic problems and communicates solution or requested information to the customer.
• Analyzes customer's service needs and refers to other service or technical departments for follow up as needed.
• Utilizes a customer relationship application or database to record activities and research product information.
• Actively participates in cross functional teams, including but not limited to: Live Chat, Web Order Entry, EDI, Wholesale, and Government. Teams are subject to change based on business needs.
• When in contact with customers this position is required to cross sell and up sell in order to expand sales to support the growth of the company
• Has gained proficiency in multiples competencies relevant to the job. Must have a positive attitude and be a team player.
• Must be able and willing to adapt to changes within the job and department/company.
• Time Management - Organizes and plans for the use of paid time-off.
• Dependability - Arrives to work at regularly scheduled time.
• Must have an entry or moderate level understanding of general aspects of the job.
• Maintains consistent high level of inbound and outbound calls as defined by management
• Performs Other Duties as Assigned

• Possesses a high school diploma or equivalent
• Possesses the needed foundational skill levels of reading for information, applied mathematics, locating information, listening, and writing
• Possesses finger dexterity and spelling skills necessary to perform data entry at an acceptable productive rate
• Maintains a high level of accuracy and completeness
• Ability to work effectively with company staff and customers
• Possesses strong verbal skills
• Ability to work independently and manage work tasks effectively
• Maintain satisfactory or better attendance and punctuality
• Thorough knowledge of Windows, Order processing and internet software
• Requires ability to continually sit.
• Rare frequency to alternate sitting and standing; twisting; bending; kneeling and squatting.
• Continuous ability for near/far vision and hearing.