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Job Description

CUSTOMER SERVICE SPECIALIST

Administers customer service accounts of moderate scope and complexity to achieve division business objectives and to meet customer performance expectations.  Responsible for seeing that the direction and oversight of assigned customer accounts are carried out.  Interprets customer requests, monitors performance and delivery, investigates complaints, administers pricing and discounts based upon predetermined scope.

Essential Functions

Administers and/or provides oversight for assigned customer accounts.  Enters customer orders, verifying price, address, delivery schedule, method  of shipment, etc.  both with manual and electronic (EDI) orders.

Provides mutually acceptable solutions to customer problems that impact cost or schedule.  Negotiates requirements as predetermined across multiple customers, products and internal teams.  Focuses on stock allocation issues to maximize customer service levels.  May re-prioritize delivery schedule to meet customer commitments.

Investigates and resolves claims or complaints by collecting and analyzing information.  Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning deliveries, invoices or billing discrepancies.

Responds to customer change requests and makes revisions to their orders.  Determines when customer requested changes are out-of-scope.  Will confer with management regarding customer precedent-setting decisions.

Recommends actions by analyzing and interpreting data and making comparative analysis.  Analyzes and proposes changes in methods and/or procedures to improve efficiency and the quality of service. 

Acts as the point of contact with the customer on assigned accounts.  Maintains successful, long-term business relationships and contacts with customer procurement employees.   Will perform customer service administration activities. 

Answers questions via telephone and email from customers on lead time, standard pricing and availability of products. 

Collects and tracks data for “On Time Delivery” of all customers.

Qualifications:

Minimum of 1 – 3 years’ experience in customer service or related field.

Advanced computer skills, or ability to quickly advance to this level of expertise.

Excellent verbal, written and interpersonal communication and phone skills.

How to Apply

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