Customer Service Specialist
Title: Customer Service Specialist
Location: Uxbridge, MA
Position Type/Schedule: Hybrid (4 days in office, 1 day remote)
Compensation: $25.00 - $31.00 (Compensation is an estimate and depends on skills, knowledge, location, education, and experience)
Position Snapshot: The Customer Service Specialist provides high-quality support by responding to customer inquiries via phone and email, following established procedures and timelines. Responsibilities include sharing product information, processing quotes and orders, tracking shipments, resolving issues, and documenting all interactions in the CRM system for consistency.
About you: You’re a friendly, customer-focused professional who enjoys resolving issues and delivering excellent service & support. Your attention to detail, calm demeanor, and proactive mindset help you thrive under pressure. You communicate clearly, work well across teams, and stay organized while managing multiple tasks. You're confident on the phone and take pride in creating a positive customer experience.
A day in the life:
- Accurately process customer orders, quotes, change requests, and inquiries via phone and email, consistently meeting response time goals and service standards.
- Maintain data integrity by entering and managing information in internal systems such as SAP, in alignment with company procedures.
- Address customer concerns by applying established protocols, escalating complex issues to leadership when needed to ensure resolution.
- Partner with internal teams—including Supply Chain, Product Management, and Technical Support—to coordinate timely and effective solutions for customer needs.
- Continuously expand product and process knowledge by engaging in training sessions and utilizing internal resources to enhance customer support and service quality