Customer Support Specialist
About The Position
The Customer Support Specialist serves as the end point of contact for customers and is responsible for seeing that customer issues are resolved to completion. They will bridge the gap between what our customers need and what we are delivering -- helping us to not only meet but also exceed their expectations. The ideal candidate is dedicated to going above and beyond for a customer, leaving no stone unturned in the quest to solve their challenges and make them feel valued. Through the use of excellent communication and by building a reputation for following through on commitments, this role plays a very important part in the success of our customers and of Associated Materials.
Requirements
- 3+ years customer service experience required
- Must be hardworking and energetic with the ability to handle a large volume of calls
- Detail-oriented and possess the ability to follow through on issues.
- Exemplary interpersonal skill in dealing with customers, fellow team members inside and outside the site.
- Professional phone and email etiquette
- Exceptional problem-solving ability, backed by good judgement
- Must be dependable, with a strong sense of urgency
- Capable of handling multiple priorities and adapting to change with ease
- Demonstrate the Associated Materials Core Behaviors: Customer Focus Results Oriented Leader of Positive Change Precision Business Acumen Problem Solving Initiative Effective communicator Job Knowledge
Nice To Haves
- Manufacturing company experience preferred
- Have a good working knowledge of Sales Force and AS400 is a plus.
Responsibilities
- Assist in Customer onboarding, through initial reach out and process review.
- Walk new customers through "How to do business with Associated Materials"
- Maintain accurate and detailed customer account information and keep each respective Territory Sales Manager knowledgeable of all activities associated with each customer account.
- Proactively build customer relationships through outbound check-in calls.
- Provide product technical information as required to respond to customer technical inquiries and to recommend alternative materials or products. Refer customer to appropriate qualified divisional personnel in response to sophisticated customer technical inquiries.
- Maintain accurate and current product offering and lead time information.
- Provide current pricing information, as needed.
- Use routine exception reports to monitor orders that are not progressing through the process smoothly and intervene as necessary to ensure maximum customer satisfaction.
- Proactively notify customers and sales representatives of potential missed shipments and revised dates on customer orders.
- Investigate issues and prepare/process credit memos, debit memos, and return material authorizations as needed to resolve customer issues in a timely manner.
- Proactively take steps to enhance the customer experience while also sharing relevant customer feedback to help us improve our offerings
- Evaluate our customer support processes, devise improvements, measure results, and iterate
- Learn each function of the department, as applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
