Customer Service Specialist

Kemps•Minneapolis, MN

About The Position

Provide assigned customers with the best possible customer experience and service regarding but not limited to product and service information, order management activities, billing inquiries, delivery information, and general requests. Manage customer orders from receipt of order through cash application, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date of invoice. Analyze each situation and take appropriate action to meet customer needs. Determine the best method to resolve problems to ensure customer satisfaction and adherence to the department’s procedures and policies. Work under moderate supervision.

Requirements

High school diploma or equivalent
1 to 3 years of customer service, customer account management, or related experience
Certification and/or License – may be required during course of employment
Knowledge of and skill with Microsoft Office Suite and company computer systems
Strong customer-centric mindset
Able to respond courteously and efficiently to inquiries, complaints, and requests
Able to project a professional image
Able to interact positively and work effectively with others (interpersonal skills)
Able to communicate clearly and effectively, both verbally and in writing, for a diverse range of internal and external audiences to ensure customers’ needs and requirements are met
Able to conduct research into issues or situations
Able to follow through and accomplish tasks through to completion
Able to complete basic arithmetic, such as addition, subtraction, multiplication and division
Able to multi-task and work in a fast-paced environment
Able to work with accuracy and attention to detail
Able to perform daily tasks and duties without constant supervision

Responsibilities

Interact with customers over the telephone or through written communications; interview customers to obtain information and give information about available services or in response to inquiries about order status, logistics issues, accounts, products, and services
Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions. Navigate multiple systems during the order management process
Facilitate conversations between sales/brokers, transportation, production schedulers/plant employees, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, or logistics issues such as shortages, transportation, and product availability
Resolve or coordinate the resolution of customer issues and inquiries following defined processes and procedures. Escalate as appropriate
Coordinate the return of unwanted or damaged customer products including obtaining proper authorization for said returns
Assist in researching and identifying root cause analysis around account or customer specific issues
Solicit information regarding forecasted needs from customers as requested
Build positive and effective relationships with internal/external contacts (plants, sales, credit, customers); learn about their processes, requirements, etc., in order to provide exceptional account support
Collaborate with peers to determine best solutions to support overall customer service needs
Coordinate customers' service needs with other departments as required to ensure customer service
Update and maintain customer documents or files using internal recordkeeping systems
Identify and solicit new or additional services or products
Support sales as needed, including generating customer reports
Cross-train and provide back-up assistance to others in the department