Job Description
Position: Customer Support & Relationship Specialist
Status: Full time/Non-exempt Department: Customer Service
Manager: Cynthia Flores Hours: 8:30 AM to 5:00 PM
POSITION SUMMARY: The Customer Support & Relationship Specialist is responsible for managing all activity within their assigned territory in a fast-paced manufacturing environment. Day-to-day activities include entering orders, quoting, building product and industry knowledge, managing opportunities, and supporting other team members across the organization. The CSRS must have a strong understanding and ability to use core Microsoft Office programs, to effectively complete work tasks.
Responsibilities:
Manage E-mail and Phone System
- Manage Outlook e-mail with organization.
- Respond to customer inquiries via email in a timely manner.
- Answer, screen and forward any incoming phone calls while providing basic information when needed.
Resolve Customer Issues/ Build Customer Relationships
- Responsible and accountable for day-to-day activities which include order entry, quotes, opportunity management, and follow-ups.
- Resolve customer issues regarding freight damage, product shortages/errors or other issues in a timely manner.
- Work with local manufacturers reps, keeping them informed of correspondence/issues with their dealers.
- Process replacement orders.
- Collect tax exempt certificates for orders shipping to Illinois, Michigan, California, and Washington.
- Expedite orders as needed.
- Build account information by adding contacts in customer account maintenance.
- Request credit references from customers for new accounts.
- Follow written processes and assist work group in developing others.
Provide Customer Quotes
- Prepare pricing and freight quotes based on customer inquiries/projects.
- Enter and follow up on opportunities.
- Build working knowledge of the product line.
Process Purchase Orders
- Process incoming orders including verifying account status, product, pricing, and finishes before entering system.
- Follow-up on PO outstanding questions.
- Process Return Authorizations and follow up.
- Investigate Unauthorized returns.
- Tracking and tracing customer orders.
- Provide copies of order acknowledgments and customer invoices as needed.
- Process billing only entries as required.
Requirements:
- Must have at least three years of experience in Customer Service.
- Possess ability to work productively in a fast-paced manufacturing environment.
- Communicate in a professional manner to inside and outside customers, vendors, and employees.
- Good organizational and communication skills.
- Must be a team player and be willing to assist other members of CS work group as needed.
- Ability to multitask, organize, prioritize, and work on various projects simultaneously.
- Ability to be resourceful, problem solve and proactive in dealing with issues that may arise.
- Proficient with Computer.
- Must be proficient in Microsoft Office and computer skills.
- Must be able to type accurately at least 45-60 wpm.
- High school diploma or GED.
Compensation
- Hourly Pay Range: $18/hr. – $24/hr.
MG Benefits:
- Additional earnings opportunities [eligibility for company bonus, awards, referrals]
- Healthcare benefits with multiple plan options.
- PTO with carryover options.
- 401K Plan with company matching.
- 10 Paid Holidays per year.
- Bereavement & Jury Duty benefits.
Job Type: Full-time
Pay: $18.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Flexible schedule
- Health insurance
Work Location: In person
