Customer Support Specialist

Superior Essex•Fort Wayne, IN

About The Position

ESSENTIAL PURPOSE OF THIS POSITION:The purpose of the Customer Support Specialist is to enhance the customer experience. The Customer Support Specialist will investigate customer complaints, make determinations of appropriate actions to resolve customer complaints, resolve customer complaints, or make recommendations. The Customer Support Specialist will perform a variety of duties that impact customer responsiveness, including RMA approvals and processing, vendor direct order processing, Item add processing, UAD (Unauthorized Deduction) investigation and resolution, customer order expediting, non-material credit requests, unit-of-measure conversions, regulatory compliance, and other tasks as assigned. ESSENTIAL DUTIES AND RESPONSIBILITIES: Conduct investigations and make appropriate business decisions that protect the interests of Essex Brownell while preserving the relationship with the customer Listen and respond to customers' needs and concerns Review and update customer account data Maintain a record documenting workflow time in - time out for customer requests Record details of customer interactions Research answers or solutions needed Refer customers to managers or others as needed Respond to customers and suppliers (internal and external) in a friendly and considerate manner Carry out and enforce established business procedures Make decisions regarding customer credit requests, and RMA requests within established limits

Requirements

BS/BA degree in business or marketing (preferred) or equivalent related experience.
1-3 years customer service experience
Prior industrial sales experience (preferred)
Prior experience with regulatory compliance
Be able to communicate effectively
Above-average typing and data entry skills
Excellent organizational and time management skills
Able to work in a team environment
Highly motivated and results-oriented
Incredible attention to detail
Possesses product knowledge and a willingness to learn about the product lines
Adaptability
Applied Learning
Collaboration
Excellent communication skills
Continuous Improvement
Customer Focus
Decision Making
Managing Work
Work Standards
Order Entry Systems
CRM
Microsoft Office

Nice To Haves

Prior industrial sales experience

Responsibilities

Conduct investigations and make appropriate business decisions that protect the interests of Essex Brownell while preserving the relationship with the customer
Listen and respond to customers' needs and concerns
Review and update customer account data
Maintain a record documenting workflow time in - time out for customer requests
Record details of customer interactions
Research answers or solutions needed
Refer customers to managers or others as needed
Respond to customers and suppliers (internal and external) in a friendly and considerate manner
Carry out and enforce established business procedures
Make decisions regarding customer credit requests, and RMA requests within established limits