Customer Service Specialist

SLB • Florence, SC

2d • Hybrid

About The Position

The Customer Service Specialist is responsible for processing customer orders, handling order entry and shipment scheduling, and performing necessary functions to meet customer requirements on a timely basis. This role coordinates orders and shipments between Manufacturing and customers, serving as a liaison between internal departments and external customers or sales representatives. The specialist supports assigned territories by processing customer inquiries, quoting prices, delivery information, and terms. They interface with various departments like credit and collections, sales, shipping, and purchasing to ensure effective and timely customer service. Responsibilities also include handling phone, fax, and email inquiries, discussing customer needs, recommending products, and referring advanced inquiries to appropriate personnel. The role involves administrative functions such as scanning/indexing paperwork and releasing RMAs. The specialist tracks and reports delivery dates, anticipated delays, and conflicting terms, communicating status updates and necessity of substitutions. They also respond to complaints and coordinate responses with responsible departments, utilizing the Manufacturing System's principles for continuous improvement.

Requirements

• High school diploma or equivalent education required.
• 1 - 3 years of general customer service experience.
• Strong organizational, problem solving, phone and interpersonal skills.
• Ability to confidently assess and mediate high pressure situations.
• Proficient in Microsoft Office applications.
• Ability to work in multiple systems.
• Candidates must live within commuting distance to Florence, KY office.

Nice To Haves

• Bachelor's degree in Business Administration, Communications, or related field.
• Evidence of mechanical aptitude.
• Preferred experience in a manufacturing setting.

Responsibilities

• Processing customer orders, handling order entry and shipment scheduling.
• Performing necessary functions to meet customer requirements on a timely basis.
• Coordinating orders and shipments between Manufacturing and customers.
• Serving as liaison between internal departments and external customers or sales representatives.
• Supporting assigned Rep Territory by processing customer inquiries, quoting prices, delivery information, and terms.
• Interfacing with departments handling activities such as credit and collections, sales, shipping and purchasing to ensure effective and timely service to customer.
• Handling phone, fax and email inquiries, discussing customers' needs, and recommending products that will best satisfy them, if possible.
• Referring advanced inquiries to appropriate Sales Manager, Technical Sales, or Product Champion.
• Performing essential administrative functions of scanning/indexing paperwork, releasing RMAs into Swecare, etc.
• Tracking and reporting to customer and sales staff delivery date, anticipated delays, conflicting terms and conditions of customer purchase orders.
• Communicating status of delayed orders, back orders or necessity of substitutions.
• Responding to complaints, and coordinating response with responsible departments.
• Using the guiding principles and tools of the Manufacturing System to drive continuous improvement, wherever applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees