Customer Support Specialist

The Customer Service Representative - II is a 100% onsite role at our Manufacturing plant in Buford, GA.

Individual accountabilities

Provide exceptional service and support to our customers

Quickly acquire robust knowledge of products and processes in order to best service our customers, both internal and external

Communicate directly with customers to offer product solutions, provide technical information, and order status.

Promptly, professionally, and accurately respond to customer requests received through multiple communication channels, within established time frames.

Provide and follow up on quotes; recommend alternative products when appropriate, convert quotes to orders.

Partner with Operations to ensure prompt shipments and on-time delivery

Manage backorder and other daily reports

Build and expand customer relationships to ensure repeat orders and increased business

Support customers in quality issues, including issuing RGAs and expediting product replacement

Meet or exceed established KPIs

Follow documented best practices, policies, and procedures

Other projects or assignments

Shared accountabilities

Contribute ideas and information for process improvement

Support and contribute to cross-functional projects as needed

Work cross functionally to ensure exceptional customer satisfaction

Key linkages & interfaces / most important stakeholders

Operations, Product Management, Sales, Procurement, Accounting

Requirements of the job

3 years experience in B2B customer service call or contact center

College degree or equivalent work experience

Excellent written and verbal communication skills

Mathematical / Technical aptitude

Intermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint)

Experience working in distribution and / or manufacturing environments a plus

Parameters for success (KPIs)

Salesforce Case Queue Closure Rate

Order Intake Response Time

Quote Request Response Time

Quote Conversion Rate

NPS Scores (Customer Satisfaction)

Workload Balance

Dropped Call %