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Customer Support Specialist

Customer Support Specialist

Job Description


This position will manage customer relationships through orders, communication and timely follow up of a modified customer portfolio while supporting Project Managers on Distributor and large direct customers.  In all Customer Support tasks, communicate effectively with internal teams and to customers providing accurate information and comprehensive, timely updates in an effort to reduce customer effort and enhance the customer experience.  Provide customers the information necessary to manage their businesses by representing standards of excellence in service as established internally for Amerlux Customer Support with the goal of developing long term customer loyalty.


Job Responsibilities

  • Within Customer Support guidelines and established processes, manage customer orders, projects and all tasks necessary for order processing and follow through including data entry, establishing and communicating lead times and validating accuracy and attention to detail of orders and product required. 
  • Perform all Customer Support tasks as related to supporting customer service questions and concerns.
  • Communicate and collaborate internally and cross functionally on all information related to customer orders and lead times. Communicate to Project Managers and Director when Amerlux commitments are at risk.
  • Adhere to established processes and approval requirements for all requests outside of established lead times.
  • Build customer confidence and exemplify Amerlux’s commitment to excellence in service with effective communication addressing customer needs.
  • Provide timely responses to customer and internal inquiries with requested information or updates as to when information will be available.   
  • Proactively anticipate follow up and communication that will reduce customer effort.
  • Participate in establishing best practices for Customer Service to continually develop service excellence.
  • As part of team support, mentor Associate Project Managers and Project Managers.
  • Other duties as deemed appropriate by Management and the Company.

Job Requirements

Minimum Qualifications/Experience:

  • 7 - 10  years Customer Service and Support experience
  • Project Management experience
  • Experience in lighting, architectural or design engineering or construction
  • Strong mathematical acumen
  • Excellent communication skills
  • Experience with Microsoft Office and familiarity with ERP (Oracle)

 

Education:

  • BS/BA or equivalent experience

 

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Admin - Clerical, Management
Education 4 Year Degree
Experience 7 to 10 years
Manages Others No
Relocation No
Industry Manufacturing
Required Travel None
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Customer Support Specialist


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