JOB SUMMARY

The Customer Support Specialist (CSS) is responsible for order processing and all aspects of elite customer service with a focus on profitability and enhancement of relationships. CSS’s provide support for the Customer Relations Managers (CRM’s) and Sales team when needed. 

KEY JOB RESPONSIBILITIES

General:

·        Answer customer calls and emails

·        Participate as part of the reception team in answering and routing companywide phone calls

·        Accurately process online and phone sales orders, online account payments and retrieve orders from online portals assigning delivery day and customer support specialist

·        Contact existing customers as scheduled to generate sales orders

·        Maintain Customer Relationship Management and Financial databases as well as Call Sheets for deliveries.

·        Professionally handle customer inquiries and provide resolution or route to appropriate parties as needed. (i.e. product and account information, order tracking, special orders, backorders, damages, errors, collections, etc.)

·        Answer customer inquiries regarding online ordering processes, special orders and product lines

·        Daily communicate with Customer Relations Managers on customer issues, collection issues, potential business, general tasks, and trends in ordering or product patterns

·        Report to supervisor about any circumstances or conditions affecting customer satisfaction

·        Maintain in-depth knowledge of products, services and competitors

·        Maintain collection efforts including communications with CRM team of circumstances which may impact account payments

·        Provide knowledge and understanding of online ordering portals

·        Communicate daily with delivery drivers regarding customer issues, damages, delivery errors, and credits

·        Accurately enter customer “cases” in SAGE CRM software to document delivery errors, product damages, and credits. Accurately enter damages in FedEx Watch Trio.

·        Organize and communicate “Holiday Route Schedules” to specific customer base

·        Participate in Safety and Drug-Free Workplace programs and training

·        Participate in staff meetings, training, and team building opportunities

·        Ensure ongoing development of personal sales and elite customer service skills; specifically striving to meet or exceed customer expectations

·        Abide by company Values and Behaviors

·        Support and follow our company’s Vision, Mission, Pillars, Employee Guidelines, Policies and Procedures

·        Perform other projects, duties and responsibilities as assigned

Unique:         

q Maintain local ship-to accounts

q Review sales orders to ensure accuracy and adherence to standard operating procedures

q Handle incoming calls/emails from prospective customers to provide friendly and accurate product and delivery information to secure a sale

q Support sales associates with prospective and new accounts communication and setup

q Daily Monitoring – Overview of deadlines specific to FedEx deliveries

q Maintain customer “pickup” accounts & order processing

QUALIFICATIONS

·        College Degree preferred

·        4 years of experience in the field of sales, account management and/or customer service preferred

·        Friendly, influential telephone manner

·        Excellent customer service and communication skills – both verbal and written

·        Possess strong organizational and time management skills

·        Ability to remain calm and professional in heated situations

·        Ability to work well with others; a collaborative team player

·        Critical thinker, who can anticipate customer needs and respond promptly and efficiently

·        Ability to multi-task in a fast-paced environment

·        Basic understanding of accounting procedures and strong math skills

·        Computer skills including Microsoft Word and Excel. 

·        Experience in SAGE 100 and Sage CRM software a plus

·        Must pass pre-employment testing (pre-employment drug screen and background check) and follow all guidelines of the Drug-Free Workplace Program.

·        Must pass E-Verify screening for eligibility to work in the United States

RELATIONSHIPS REQUIRED

·        Direct communication with customers

·        Closely work with all Customer Support Specialists (CSS’s)

·        Daily interaction with Customer Relations Managers (CRM’s)

·        Daily interaction with Operations Managers

·        Daily interaction with Accounting Department

·        Daily interaction with Delivery Drivers

·        Periodic interaction with Sales Associates

·        Periodic interaction with the President and Vice President

PERFORMANCE GOALS/EXPECTED RESULTS METRICS

·        Orders per day: Timely and Accurate

·        Error rate: Sales Order Processing

·        Retention Ratio – 95% or Higher

·        Growth in product lines with existing customers in coordination with CRM’s

·        Product and Personal Skills Training

·        Submission of Process Improvements