Provides a variety of customer service, support to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.
The Customer Service Specialist may perform similar duties as the Customer Service Representative; however, it is distinguished by typically handling more complex customers or product lines, being able to handle both domestic and export orders, and being able to solve more difficult customer issues.
1. Receive customer orders via incoming mail, telephone, and/or electronic contact regarding the organization’s products and/or services, enter and adjust orders, resolve questions and complaints within span of control.
2. Work to ensure all orders received are entered into the ERP by order cut-off time.
3. Positive influence on the team and being responsible to arrange backup in case of holiday leave.
4. Assist with reviewing and coordinating customer service activities pertaining to shipping, plant schedules, inventory levels, and sales activities by reviewing reports, orders, shipments, and other information as required or directed by management.
5. Identifiy customer issues that need to be escalated to management in a timely fashion.
6. Develop and review correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.
7. At least 2 years of progressive B2B customer service experience,
8. Order management experience,
9. Resolving customer problems and concerns;
10. Excellent communication skills,
11. AS400, ERP
12. Italian, English and German