Customer Service Specialist

PPC FLEX•Payson, UT

5d•$20 - $23•Onsite

About The Position

This role focuses on a customer-centric approach, partnering with Sales to create new customer items and ensuring all requirements are met for sales orders. The specialist will manage open order reports, communicate changes to customers, and create shipping releases with high accuracy to ensure on-time delivery. They will also handle expedited shipments, process returns and credits, and manage customer contacts within Salesforce CRM. The position involves leveraging CRM for customer insights and feedback, liaising with internal teams to enhance the customer experience, and escalating process concerns for resolution. Maintaining product awareness and processing non-conformances are also key responsibilities. Additionally, the specialist will provide samples and obtain pricing information.

Requirements

Exceptional customer-facing communication skills; excellent listening skills
Action-oriented, assertive, and diplomatic.
This position requires an individual who enjoys working with a sense of urgency and creative problem-solving.
Thrives on challenges.
Attitude- friendly, patient, positive
Values teamwork and supports team environment.
Must be able to work during the hours between 8 a.m. and 5 p.m onsite in Payson, Utah.
Must be able to identify, prioritize, and meet multiple expectations for area of responsibility.

Nice To Haves

College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.

Responsibilities

Partners with Sales to create new customer items; use PLS form to create items in Radius.
Enters customer sales orders; ensuring all requirements have been met per order (product/order mins, pricing details, Leadtime needs)
Delivers complete, accurate, and timely sales order details to support internal order processing.
Review open order reports daily and drives communication-advising customers on change in dates.
Create shipping release with a high level of accuracy; to achieve on time delivery.
Manage expedited shipments as necessary, with required management approval.
Create expedited sales order requests with scheduling as needed.
Responsible for processing Returns and Credit as needed. Provide timely feedback so customers have an effortless experience.
Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements.
Leverage Salesforce CRM to collect insights into customer expectations. Along with capture interactions via service calls, successes, and problems to drive ongoing improvements.
Liaise as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production and Shipping) to improve the entire customer experience.
Escalate internal systematic/process concerns until final solution/resolution is provided to customer.
Maintain product awareness- technical understanding of our products/processes.
Process and manage non-conformances with internal and external customers.
Provide samples to customers.
Attain pricing or price lists on existing items as needed