Call Volume, Cargo/Freight, Computer Skills, Customer Relationship Management (CRM), Customer Service Management, Customer Support/Service, Establish Priorities, Identify Issues, Microsoft Office, Multitasking, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Time Management
Summary/Objective
The Customer Service Specialist will provide basic customer service functions.
Essential Functions
- Greet customers warmly and ascertain problem or reason for calling.
- Maintain a positive and professional attitude towards customers.
- Resolve customers' requests via phone and email.
- Assist with placement of parts orders, RMA's, and open items.
- Take payment information and other pertinent information such as addresses, emails, and phone numbers.
- Utilize computer technology to handle high call volumes.
- Work with all pertinent departments to assist on any customer request.
- Convey a general understanding of small part and freight shipping methods.
- Provide feedback to the Customer Support Manager on the efficiency of the customer service process and make any recommendations to improve the process that may be needed.
Position Requirements
Competencies
- Computer proficiency and efficiency with programs including Microsoft Office Suite, CRM, and other online applications as necessary and ability to retrieve information from the internet.
- Ability to work productively with minimal supervision.
- Ability to manage the workload and prioritize tasks.
- Ability to meet deadlines and be flexible.
- Ability to organize files, records, information, and tasks for best results.
- Ability to handle multiple projects and duties with tight deadlines.
- Strong customer service skills and experience.
- Clear and professional verbal and email communications with customers, vendors, and fellow employees.
- Possess a pleasant and positive personality.
- Assertive and comfortable talking with customers and suppliers while resolving problems.
- Ability to stay calm under pressure.
- Ability to identify problems and think creatively to find a solution.
- Ability to make well-reasoned and timely decisions.
- Ability to handle confidential information in a discreet, professional manner.
- Ability to focus on the task at hand and ensure the highest degree of accuracy and completeness in the work.
Required Education and Experience
Preferred Education and Experience