Customer Communications Specialist

Balco, Inc.•Houston, TX

12d•Hybrid

About The Position

RectorSeal is seeking a customer-oriented Customer Communications Specialist to assist with front-end communications with internal and external customers and the routing of inbound communications to the Customer Solutions and Order Management Teams. The Customer Communications Specialist will collaborate with other Solutions Partners and Order Management Specialists within the department to accomplish a variety of tasks specific to communicating updates, changes, resolutions, and more to our internal and external customer base. The Customer Communications Specialist will focus on achieving process improvements, integration of business solutions, and any other high-priority initiatives. He or she must be proactive, positive, enthusiastic, and ready to support and improve our customer relationships both externally and internally. The position will be stationed in Houston, TX, and will require an office presence 3-4 days per week, but could become a fully remote position if sufficient competence and performance is demonstrated in the role. Communication skills come naturally to a Customer Communications Specialist. He or she is confident in troubleshooting and communicating complicated scenarios clearly. The ideal Customer Communications Specialist ensures excellent service standards, responds efficiently to customer inquiries, and provides a consistent message to support a winning customer experience.

Requirements

2+ years of experience working in a customer service position a must
Experience with detailed data entry and problem solving within an ERP system
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Excellent written communication skills
Ability to multi-task, prioritize, and manage time effectively

Nice To Haves

Bachelor's Degree in business, supply chain, or related field or some college preferred
Familiarity with ZenDesk/JDE systems and practices

Responsibilities

Manage and direct order processing through careful selection and routing of all order types.
Monitor and support order processing through automation channels, ensuring accuracy, efficiency, and timely fulfillment.
Maintain and improve on historical service levels, exceeding KPIs set by supervisors.
Offer skilled written and verbal communication to manage a growing volume and complexity of inbound calls, tickets, and chats related to customer orders, shipment delays, back orders, sales enablement, etc.
Partner with peers to load balance workloads and ensure a clear stream of work for all Order Management Specialists.
Work with Sales team to help improve customer relationships and outcomes.
Improve ZenDesk ticket management and cross-functional processes.
Support other teams when needed or as assigned by supervisors.
Identify and assess customers’ needs to achieve a winning customer experience.
Follow communication procedures, guidelines and policies.
Go the extra mile with our customers to ensure the highest levels of customer satisfaction.