Customer Service Specialist
Pride Sports•Town of Commonwealth, WI
•Onsite
About The Position
A Customer Service Associate will take inbound calls from business customers/clients serving as the primary point of contact for our business-to-business (B2B) clients, managing the end-to-end lifecycle of the customer relationship. This is a high-touch role that balances reactive support (inbound calls/emails) with proactive outreach (outbound inventory checks and account nurturing). Ideally, this role acts as a bridge between the client and our internal production, sales, and logistics teams to ensure seamless order fulfillment and long-term partnership growth.
Requirements
- High School Diploma or equivalent required
- 2–4 years of experience in B2B customer service, call center, sales operations, or account management.
- Ability to maintain a professional and diplomatic tone across phone, email, and chat, even when resolving complex complaints.
- Experience managing Zendesk instances, including creating macros, triggers, and automations.
- Practical experience with Shopify and/or enterprise platforms like Netsuite and Sage for order processing and inventory tracking.
- Proficiency in Microsoft Teams, Outlook, and CRM data entry.
- Demonstrated written and verbal communication skills with the ability to translate technical product specifications into easy-to-understand consumer guides.
- Strong analytical skills to troubleshoot "systematic issues" and provide data-driven feedback to Engineering and Production teams.
- Ability to manage "Project Work," such as website updates and policy revisions, alongside daily ticket queues and phone support.
Nice To Haves
- Previous experience in a consumer product manufacturing, production, or distribution environment is a strong plus.
- Familiarity with Zendesk Guide (Knowledge Base) and AI Agent configuration is highly desirable.
- Associate’s or Bachelor’s degree in Business, Communication or Liberal Arts preferred
- Proficiency in a second language (e.g., French for Canada shipping/support or Spanish) to assist a broader consumer base.
Responsibilities
- Manage high-touch inbound and outbound communication (phone and email) to nurture professional B2B relationships.
- Conduct routine account analysis to identify trends, resolve complex complaints, and propose tailored solutions that drive retention.
- Own the full order lifecycle including performing proactive inventory checks, enter orders in Shopify/Sage, and track deliveries through to final fulfillment.
- Coordinate directly with Production, Planning, and Warehouse teams to troubleshoot bottlenecks and expedite urgent shipments.
- Manage post-purchase operations, including returns, warranty claims, and shipping disputes with carriers (UPS, GCI Logistics).
- Personalize the client experience by managing specialized requests, including the curation and distribution of customized sample packets.
- Identify and qualify new sales / upsell opportunities providing actionable leads to the Sales team.
- Maintain data integrity by auditing account records and correcting discrepancies within Zendesk and Bender (ERP).
- Collaborate with Engineering to report system bugs, build Standard Operating Procedures (SOPs), and develop Zendesk macros to optimize workflows.
- Contribute to departmental versatility by assisting with special projects and supporting other business units during peak periods.
Benefits
- Equal opportunity employer
- Assistance or accommodation during the application process because of a disability is available upon request.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
