Customer Service Specialist

Clickstop•Urbana, IA

2h•Hybrid

About The Position

Are you looking for something that allows you the opportunity to be your best self? Join our award-winning company and culture as a Customer Service Specialist and take advantage of the endless opportunities available for those who seek them! "If you are ready to work in an environment where you are allowed the freedom and responsibility to act like an owner, and have a passion for helping customers, you won't regret joining Clickstop!" - Tammy, Current Employee What you’ll be doing: Aligning with Clickstop’s Core Values to drive our culture and business forward. In this role, Communicate, Enthusiastic, Responsible, Decisive, and Courageous really stand out! Providing industry best customer experience for one of our e-commerce brand, Fasteners Plus Demonstrating our commitment to our brand promise by providing the customer with what they want, when they need it on their first call. Completing daily tasks while living out our values and code through self-awareness and integrity. Celebrating what is going well while identifying opportunities for growth.

Requirements

Someone naturally wired to make things happen and take great care of our customers.
Ability to quickly identify customer needs and effectively resolve issues while providing exceptional customer service every step of the way.
Highly skilled at building strong relationships.
Awareness of your strengths, those of your team members, and how to use all of them effectively.
Eagerness to learn new tasks and question existing methods to improve current processes.
Commitment to completing high quality work.
Someone who challenges us to become better than we are today.
Ownership for driving Clickstop forward through alignment with our Core Values.
Must be authorized to work in the United States.
Employment is contingent upon the completion of a satisfactory background check.

Responsibilities

Deliver an exceptional customer experience by providing responsive, solution-oriented support across phone, email, website, and marketplace channels while ensuring adequate coverage and timely follow-up.
Process and manage customer orders (web, PO, and marketplace) accurately and efficiently, including payments, invoicing, and database updates in NetSuite to maintain current records.
Own post-order support processes such as returns, refunds, shipping or manufacturing errors, claims, backorders, and special delivery instructions to resolution.
Partner cross-functionally with shipping, marketing, and operations teams to resolve stock, fulfillment, and channel issues and keep customers informed of delays or changes.
Monitor and maintain customer-facing systems and channels (website content, shipping inbox, marketplaces, PayPal/chargebacks) to ensure accuracy, compliance, and smooth order flow.
Balance customer advocacy with business needs by communicating professionally, identifying process improvements, and using data and insights to enhance the overall customer experience.
Qualifying customer needs through thoughtful discovery and ensuring timely follow-up and resolution.
Gain working knowledge of the brand, e-commerce processes, marketing, and warehouse teams, and overall business strategy to grown business acumen.
Identify and escalate growth opportunities by uncovering needs beyond stated requests and partnering with account management and internal teams to support retention and revenue.
Collaborate cross-functionally with operations, freight, purchasing and vendors to resolve fulfillment and product issues, coordinate drop-ship solutions, and keep customers informed.
Build strong business, process, and vendor acumen to make sound decisions, surface improvements, and balance customer advocacy with profitable, win-win outcomes.