Customer Support Specialist

Superior Essex • Fort Wayne, IN

6d • Onsite

About The Position

Under the general direction of the Director of Customer Experience, perform a variety of customer support functions including processing returns and credits, resolving post-purchase issues, maintaining records, and coordinating follow-up activities. Prepare and review documentation related to returns, credits, and service requests while ensuring accurate data entry and recordkeeping. Work closely with outside sales, customer experience representatives, operations, accounting, and customers to resolve concerns and support a consistent, professional customer experience after the sale.

Requirements

• Strong attention to detail and commitment to accuracy
• Strong communication skills
• Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Bachelor’s degree or associate degree or commensurate experience preferred

Responsibilities

• Serve as the primary point of contact for post-sale customer support, handling inquiries related to returns, credits, order issues, and discrepancies with clear, timely communication.
• Manage the full returns and credits process, including reviewing requests, coordinating approvals, and ensuring accurate and timely credit processing.
• Investigate and resolve post-purchase issues, collaborating with internal teams (sales, operations, warehouse, accounting) to drive efficient resolutions.
• Track, follow up on, and escalate issues as needed to ensure timely completion and strong customer satisfaction.
• Maintain accurate documentation of all support activities, ensuring compliance with company policies and proper recordkeeping.
• Identify recurring issues and contribute to process improvements, including updating SOPs to enhance workflows and the overall customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree