Customer Support Specialist

Marmon Holdings, Inc.•Milwaukee, WI

3d•Hybrid

About The Position

The Customer Support Specialist works with internal and external customers to efficiently and effectively provide support for orders, logistics coordination, and special projects. As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Requirements

Excellent written and verbal communication
Demonstrate a positive attitude in the face of difficult or challenging situations
Problem solve; seek and present win-win, realistic solutions
Honest, honorable, reliable, and dependable
Associate’s or Bachelor’s Degree preferred
3+ years of related experience
Business to Business Customer Service experience required
Desire and passion for delivering above and beyond customer care to all internal and external customers
Demonstrated exceptional organizational skills and attention to detail
Skilled at multi-tasking and prioritizing workload within specified timelines
Strong work ethic and integrity; team player
Self-motivated to work independently
Excels in a fast-paced environment and effectively manages multiple priorities
Proficient computer skills required
MS Word, Excel, Outlook
ERP systems experience required

Responsibilities

Manage the day-to-day customer relationship for assigned accounts ensuring the highest possible customer satisfaction
Provide order status updates and product information; answer any questions regarding account status or product features
Process customer orders received via email, EDI, customer portals, or our brands’ retail websites
Coordinate logistics requests and activities including freight quotes and shipment tracking
Resolve complaints with positive outcomes utilizing creative thinking and problem resolution while maintaining exceptional customer service interactions
Respond to internal and external requests for information and resolve issues regarding orders, cancellations, shipping charges, delivery arrangements, methods of payments, returns, etc.
Escalate and inform Operations, Product Development, and Sales of any reported field issues; facilitate quick resolution for reported issues
Act as a liaison between internal and external customers
Work with internal cross-functional team to troubleshoot and continually improve ERP system and processes
Review/update department best practices, customer specific notes, and standard operating procedures