Customer Service Specialist

Customer Service Representative

Summary
The Customer Service Specialist supports daily customer operations by managing orders from entry through fulfillment and coordinating closely with cross-functional partners to ensure accuracy and efficiency. This role is responsible for processing RGAs, issuing credits and adjustments, researching fines and fees, and maintaining accurate product, pricing, and customer data across systems. In addition to handling inbound and outbound customer communication, the Customer Service Specialist supports documentation, reporting, process improvements, and knowledge sharing to promote consistency and effective service delivery.

Type of Position: Full Time

Location: Memphis Corporate Headquarters

Status: Non-Exempt Work Type: Hybrid (Onsite days: Tuesday/Wednesday/Thursday)

Who You Are
• A collaborative teammate who independently manages customer requests, applies judgment to resolve issues within established guidelines, and follows work through to completion
• A thoughtful communicator who proactively exchanges information, clarifies details, and adapts communication to support alignment with customers and internal partners
• A reliable contributor who shares knowledge, supports cross-coverage, and helps maintain consistency and efficiency across daily customer operations

Essential Functions
To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
• Manage automated and portal-based orders through ERP and customer systems, reviewing transactions for accuracy and resolving exceptions in coordination with internal teams
• Process return goods authorizations (RGAs), coordinating returns with customers and internal partners and issuing accurate credits
• Issue credits, debits, and account adjustments in accordance with established guidelines to resolve billing or pricing discrepancies
• Research fines and fees by reviewing documentation and communicating with customers to dispute or resolve charges
• Maintain product, pricing, and item cross-reference data to ensure alignment and accuracy across systems
• Handle inbound and outbound communication with customers, vendors, and internal teams to clarify details and follow up on open items
• Partner cross-functionally to resolve non-routine order, shipment, or billing issues and coordinate next steps through resolution
• Maintain accurate documentation and reporting related to orders, returns, credits, and special requests
• Identify recurring issues or process gaps and share recommendations to support improvements in accuracy, efficiency, or service delivery
• Adjust priorities and workflow to support changing volumes, coverage needs, or customer demands while maintaining accuracy
• Support team knowledge sharing and cross-coverage by assisting with training, workflows, or best practices as needed

Required Skills, Knowledge, and Abilities
• Customer service focus with the ability to communicate clearly, adapt messaging based on the situation, and engage effectively with customers and internal partners
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, attention to detail, and follow-through
• Ability to identify issues, evaluate contributing factors, and apply established guidelines to resolve routine and moderately complex problems
• Collaborative work style, including coordinating with others, sharing information proactively, and supporting cross-coverage or knowledge sharing
• Ability to adapt to changing priorities, workflows, or system updates and adjust approach as needed to maintain consistent performance
Minimum Experience, Education, And Certifications
An individual qualified for this job must have and maintain the following qualifications:
• High school diploma or equivalent.
• 2+ years of proven customer support or Highline Warren experience.
• Experience with AS400 based ERPs preferred.
• Experience with Customer Service Systems.