Customer Service Specialist I

Human Resources•Mobile, AL

About The Position

The Customer Service Specialist I is the key point of contact in managing the customer relationship throughout the order management and fulfillment process primarily through proactive communication of order status and expectations and actively resolving customer technical and logistical issues. The Customer Service Specialist reviews incoming purchase orders and customer email communication in detail to determine distribution to the proper department(s) for processing and response

Requirements

High School diploma or equivalent
Some customer service experience preferred
Customer-focused attitude (internal/external)
Highly organized
Ability to understand how your work affects other departments
Effective time-management and sense of urgency
Proficient attention to detail
Resolves conflict in a positive manner
Proficient Microsoft Office
Aptitude for learning and using computer portals effectively
Must be able to work independently and make decisions based on department procedures
Must be able to travel and have a clear driving record in accordance to company driving guidelines
Clear background check and drug/alcohol screening
Lifting up to 25 pounds
Bending, stooping, ability to stand for extended periods of time
Must be able to travel and have a clear driving record in accordance to company driving guidelines

Responsibilities

Interpret and understand purchase order directions, including clarification and communication to the customer and internal departments when necessary.
Proactively communicate status and order expectations to customers
Reactively resolve any customer logistical issues
Serve as key point of contact in managing the customer relationship throughout the order management and fulfillment process
Navigate a shared email box, as well as customer portals, to find requests for quote and enter new RFQ’s in VuPoint.
Navigate a shared email box, as well as customer portals, to find and download purchase orders.
Navigate a shared email box to distribute and/or respond to customer communications. This communication should be timely, courteous and professional.
Acknowledge receipt of purchase orders within customer portals as necessary.
Assist with changes/updates to sales orders and purchase orders when necessary.
Responsive to customers through prompt follow-up to order need, inquiries and issues
Assist sales and service departments with questions.
Assist customers with order acknowledgements, status and questions.
Engage necessary resources to resolve order fulfillment issues when they arise
Assist with following order fulfillment process for product availability and production determination
Demonstrate superior customer service through written and verbal communication in a professional manner.
High level interaction with all levels of department representatives, both internally and externally