CUSTOMER SUPPORT SPECIALIST (48662)

Customer Support Specialist – Non-Exempt Position

City Electric Supply (CES)

Looking to start an exciting new career? City Electric Supply (CES) offers excellent career opportunities for people who are friendly and passionate about providing incredible customer service. Benefits include medical, dental, and vision insurance, 401K, paid time off, and internal growth opportunities.

About City Electric Supply

CES is a family-owned electrical wholesaler with the benefits of a worldwide service network and the personal service of a neighborhood store. Our "customer service first" core value has allowed us to grow continually for over 65 years while keeping our founding principle of empowering people to make local business decisions. CES now employs more than 7,400 people at over 1,000 branches world-wide of which there are over 500 branches across North America. Our vision is to add 30-35 branches a year, while staying true to our Company values.

Summary

Looking for an individual that has the Customer.First.Always mindset to join our CES Online Team. We are looking for someone who has electrical product knowledge and experience with a strong background in the electrical wholesaler industry. This individual will be the point of contact for our CES branches and customers and will provide product information, answer questions, coordinate customer and order-related needs, and deliver problem resolution while providing outstanding customer service to our internal and external customers.

This position goes beyond traditional customer service and requires someone who is comfortable researching and resolving complex customer issues. The ideal candidate is detail-oriented, resourceful, and enjoys digging into an issue to understand what happened and determine the best solution. This may include coordinating shipments and returns, working with carriers, preparing shipping documentation, providing freight quotes, processing credits and returns, tracking claims, and researching customer issues using internal systems and available resources.

This position supports the CES Online division and is based at the headquarters' office located in downtown Dallas, TX.

Essential Job Functions

• Provide customers with product and service information.
• Research required information using available resources and internal systems.
• Manage and resolve customer complaints and complex customer issues.
• Investigate customer and order issues by gathering information, identifying the root cause, and determining appropriate solutions.
• Coordinate shipments, deliveries, and returns as needed.
• Work with carriers to resolve shipping and delivery issues.
• Prepare and provide required shipping documentation.
• Provide freight quotes when needed.
• Process customer credits and returns in accordance with established procedures.
• Track and follow up on shipping and customer claims through resolution.
• Communicate with CES branches, customers, carriers, and internal teams to resolve issues and ensure a positive customer experience.
• Receive inbound calls, chats, and respond to emails.
• Route calls to appropriate resources.
• Place outbound follow-up calls where necessary.
• Work with customers via online chat.
• Help customers navigate their account status for payment, password reset, etc.
• Document all call and customer interaction information according to standard operating procedures.
• Develop and maintain positive relationships with customers, coworkers, and supervisors.
• Perform other duties and/or projects as assigned.