Customer Service Specialist

Carboline•Beachwood, OH

10d•Onsite

About The Position

The Customer Service Specialist provides customer service to North American external customers and internal customers as it relates to processing product orders.

Requirements

High school diploma or general education degree (GED)
Two to four years related customer service experience and/or training.
Must be able to communicate clearly and professionally both in verbal and written form.
Strong proficiency with Microsoft Office applications required.
Demonstrates office etiquette including; communication, decision making, and problem solving.

Nice To Haves

Experience with key accounts or private label is highly preferred.
Understanding of Lean Management Principles is an asset.
Participate in role rotations in resolutions, pricing, international, RW, OEM, EPR, Core to gain knowledge on internal department positions.
SAP Preferred
Possess a strong understanding of SAP including running sales reports, extending codes, material master, customer master, listings/exclusions, etc.

Responsibilities

Respond to customer calls, emails, and faxed requests.
Handle and maintain all customer-specific processes and/or systems as it relates to the New Business Development customer base.
Understand and manage the price change process including notifications to internal and external parties.
Serve as main point of contact for service and product complaint resolution.
Coordinate new product setup or changes with Product Management and Operations and communications with customers.
Handle large volumes of calls, emails, and faxes. Respond to all aspects of customers’ and representatives’ inquiries or requests (orders, product information, stock status, pricing, shipping information, samples, etc.)
Accurately key orders into the system.
Check stock availability to confirm orders.
Ensure all orders are shipped and invoiced promptly and accurately.
Keep customer advised of anticipated ship dates and any delays regarding orders.
Be proactive in communicating changes to orders.
Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced.
Follow ISO required procedures as related to the customer service function.
Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability.
Suggest potential alternatives/solutions to customer concerns.
Supply MSDS upon request and as required.
Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).