Customer Service Specialist

GNAP LLC•Town of Orchard Park, NY

20d•Onsite

About The Position

We are seeking a detail-oriented and professional Customer Service Representative to join our team. This role is central to maintaining strong customer relationships and ensuring smooth order processing and support. The ideal candidate will thrive in an office environment and be passionate about delivering outstanding service to our industrial and commercial clients.

Requirements

High school diploma or equivalent; associate or bachelor’s degree preferred.
Previous experience in customer service, preferably in a distribution or industrial setting.
Strong communication and interpersonal skills.
Proficiency in Microsoft Office and CRM systems.
ERP experience (Sage 100/MAS 90 preferred).
Ability to work independently and collaboratively in an office environment.
Attention to detail and strong organizational skills.
Technical aptitude or willingness to learn product specifications.

Responsibilities

Serve as the primary point of contact for customer inquiries via phone, email, and internal systems.
Process orders, quotes, and returns accurately and efficiently.
Provide product information and support related to our products and services.
Coordinate with internal departments (sales, warehouse, accounting) to ensure timely and accurate fulfillment.
Maintain and update customer records in the CRM system.
Troubleshoot and resolve customer issues with professionalism and urgency.
Support the sales team with orders and customer follow-ups.
Uphold company standards for service quality and responsiveness.
Multitask effectively—manage multiple customer requests, order entries, and follow-ups simultaneously while maintaining accuracy and a high level of service.