B2B Customer Support Specialist

SKIDMORE•Brookfield, IL

1d•$27 - $30•Onsite

About The Position

We are currently looking for a dedicated, efficient individual to join our Account Management team. Customer service is a crucial part of the sales and service delivery team. The Customer Support Specialist does whatever it takes to ensure that all orders are processed completely, accurately, and delivered on time. Our team processes orders for our customers, respond to inquiries, and handle any issues that arise – following the order from start to finish.

Requirements

Bachelor's degree required
2-3 years of professional experience in a related field preferred.
Calm, organized, patient, diplomatic, and confident demeanor in working with staff and customers
Advanced attention to detail and accuracy in all work
Ability to prioritize wide-ranging workload and work independently.
Ability to communicate both verbally and in writing to internal and external customers
Working knowledge of Microsoft Office applications: Word, Excel, Outlook
Ability to work collaboratively with colleagues, suppliers, and customers.

Nice To Haves

Sage X3 experience preferred

Responsibilities

Receives customer orders by phone, e-mail, customer website or EDI.
Enters orders and data into Sage X3.
Sends order acknowledgements to customer including unit prices, shipping date, anticipated delays, and any additional information needed.
Completes order for pricing, determines total cost for customer, confirms shipped orders and prepares for invoicing.
Responsible for transmitting all order shipment releases to outside warehouse including lot# to ship and required quality docs (COAs, etc.)
Resolves order holds due to credit, stock, allocation issues, etc.
Coordinates with suppliers for direct shipment orders.
Updates Customer Accounts to satisfy all special-order related requirements in Sage X3.
Receives, acknowledges, and documents customer complaints using the Customer Experience tool, and takes necessary action to resolve complaints.
Resolves service problems with management by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Responsible for obtaining return authorization from purchasing and sales, scheduling, and documenting returns.
Responds to customer requests for Certificates of Analysis (C of A) and provides non-technical advice regarding products, while directing technical requests to appropriate sales team member.
Responsible for knowing and understanding the routine and will serve as back-up to other CSR’s.
Work with Sales and Sales Support as needed to support Customer and Supplier needs.
Provide Sample order support as needed.
Work with the Documents Team to provide information to customers as needed.