Customer Service Specialist
Description
Customer Service Specialist
Reports To: Customer Service Manager
Overview
The Fountainhead Group is seeking a Customer Service Specialist to join our Customer Service Team at our New York Mills facility. This position plays an important role in supporting our customers throughout the order and fulfillment process while providing responsive, professional service by phone and email.
The Customer Service Specialist is responsible for processing customer orders, responding to questions and concerns, tracking shipments, reviewing order and billing information, and working closely with internal departments to help ensure customer needs are addressed accurately and efficiently.
This is a great opportunity for someone who enjoys working with people, is comfortable managing a variety of tasks, and takes pride in providing a positive customer experience.
Please note: This is an onsite/in-person position.
Key Responsibilities
- Serve as a primary point of contact for customers through phone and email communication.
- Respond to customer questions and assist with order, product, shipping, and account-related inquiries.
- Enter and process customer orders received by phone and through electronic ordering systems.
- Review customer orders and related documentation for accuracy and completeness.
- Process replacement part orders and provide customers with applicable supporting documentation.
- Support customer-specific electronic order transactions, including shipping notifications and invoicing.
- Compare ordered and shipped quantities to help ensure billing accuracy.
- Track freight deliveries and communicate shipment information or delivery issues as appropriate.
- Process customer routing requirements and communicate routing information to the Shipping Department.
- Provide Safety Data Sheets (SDS) and other requested product documentation to customers.
- Document customer concerns, issues, and resolutions within applicable systems.
- Review documents and accurately enter customer and order information into the company ERP system, EPICOR-Kinetics.
- Process and settle credit card transactions in accordance with company procedures.
- Contact customer accounts as needed to resolve outstanding issues and support sales-related initiatives.
- Work collaboratively with Sales, Shipping, Accounting, and other internal departments to support customer needs and order fulfillment.
- Perform additional customer service and administrative duties as assigned.
Qualifications
- High school diploma or equivalent required.
- Previous customer service, call center, administrative, or related experience preferred.
- Strong verbal and written communication skills with a customer-focused approach.
- Comfortable using computers, email, Microsoft 365, and learning new systems.
- Strong attention to detail with good organizational and time-management skills.
- Dependable, adaptable, and able to work effectively both independently and as part of a team.
- Experience with ERP systems, such as EPICOR, electronic order processing, or EDI is helpful but not required.
Benefits
The Fountainhead Group offers a comprehensive benefits package including medical, dental, vision, retirement savings, and paid time off.
Company Profile
The Fountainhead Group is a family-owned and operated company dedicated to the success and longevity of our business, our employees, and our community. For more than 130 years, FGI has been creating, innovating, and manufacturing liquid sprayer products for the world's top brands and retailers. From the first compressed air sprayer in 1888, we have dedicated ourselves to creating products that make our customers’ lives easier and providing high-quality sprayer technology for both home and professional use.
Across manufacturing and distribution centers located in Central New York and Vandalia, Illinois, FGI is committed to its employees and local communities, supporting more than 350 nonprofits through philanthropy and volunteer programs.
The Fountainhead Group is an Equal Opportunity Employer (AAE/EEO). All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, refugee or disability status.