Customer Service Specialist

National Safety Apparel•Grove City, PA

About The Position

Deliver a best-in-class, customer-centric experience with every customer interaction across every channel, provide quotes, process orders, and answer customer question with accuracy in a timely manner.

Requirements

High school diploma or Equivalent through Associate’s Degree or higher preferred, but not required
1-3+ year(s) customer service experience preferred
Intermediate or higher skill level in Microsoft Outlook, Excel, and Word
Experience in business software – ERP, order entry software, CRM preferably Salesforce
Performs well under pressure
Technophile
Team-Oriented
Listening
Problem-Solving
Time Management
Flexible
Highly Organized
Detail-Oriented
Reliable
Highly Engaged
Professional Communication (written & verbal)
Coachable
Empathetic
Long periods of sitting or standing at an individual workstation, heavy computer work.
Daily work in a temperature-controlled office environment, heavy computer work, must be able to stand/sit for the duration of the workday

Responsibilities

Deliver a best-in-class, customer-centric experience with every customer interaction across every channel.
Communicate clearly and professionally in both verbal and written formats.
Accurately process price quotes and orders utilizing various systems.
Strive to deliver one-touch resolution for every case handled.
Meet and / or exceed all Service Level Agreements (SLA) that are established for each assigned customer.
Meet and / or exceed all Quality Service Standards as established by Customer Experience.
Meet and / or exceed all Performance Metrics as established by Customer Experience.
Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to our customers.
Understand and effectively use applicable technology as required by the business.
Maintain a positive, empathetic, and professional demeanor toward internal and external customers.
Up-sell and cross-sell products, offering alternatives to customers when appropriate.
Cross-functional collaboration to ensure all customer needs are met.
Provides coaching and assistance to the team as necessary.
Other duties as assigned