Customer Solutions Specialist

Customer Solutions Specialist

The primary responsibility of the Customer Solutions Specialist is to provide exceptional service and support to customers through the effective resolution of inquiries, order-related issues, technical product questions, and service requests. This position serves as a key liaison between customers and internal departments including Sales, Warehouse Operations, Purchasing, Product Management, Master Data Management, Accounting, Information Technology, and Shipping to ensure accurate and timely resolution of customer needs. The Customer Solutions Specialist supports order management activities, product application inquiries, warranty and return processes, customer communications, and account management responsibilities while promoting a positive customer experience and maintaining strong customer relationships.

Responds to customer inquiries received through phone, email, customer portals, and other communication channels. Resolves customer concerns, order discrepancies, and service issues within established service-level expectations. Assists customers with product information, product applications, and basic technical support inquiries. Serves as a primary point of contact for order status, inventory availability, pricing, shipping, warranty, and return-related questions. Reviews and resolves purchase order discrepancies while ensuring accurate order processing and fulfillment timelines. Provides customers with accurate lead times, product availability information, and shipment status updates. Tracks shipments and assists customers with delivery inquiries, lost freight claims, and damaged shipment issues. Initiates return authorizations, warranty claims, and credit requests in accordance with company procedures. Collaborates with Sales representatives and internal business partners to deliver exceptional customer service and account support. Maintains accurate customer records and performs administrative activities including data entry, documentation, and electronic filing. Promotes key products and solutions that support company sales objectives and customer needs. Participates in departmental meetings and continuous improvement initiatives. Maintains current knowledge of company products, applications, industry trends, and customer requirements. Provides support for territory performance reporting, customer performance reviews, and pricing research as assigned. Coordinates with Purchasing, Warehouse Operations, Product Management, Information Technology, Accounting, and Shipping to resolve customer concerns and operational issues. Performs other duties as assigned.

Required: High School Diploma/GED, 5 7 years of experience in inside sales or call center, proficiency utilizing computer systems such as Microsoft Office Suite, strong analytical skills, experience working in a fast paced and high-volume work environment, ability to multi-task and manage priorities, proactive "self-starter" with a strong attention to detail and organizational skills, exceptional communication skills, both verbal and written.

Preferred: Bachelor's degree in Business Administration or related field, JD Edwards experience, Sage 100 and/or NetSuite experience, OroCommerce experience, third-party retail experience, demonstrated skills in international customer service and shipping, bilingual in Spanish.

Inter-Relationships: Consistent interaction with all levels of corporate employees and field employees, especially warehouse, shipping, and outside sales team. Consistent interaction with customers. May interact with Purchasing, MDM, PLM, Accounting, and Information Technology departments.

Working Conditions and Physical Demands: Work Environment: This position works in a professional office setting. Requires the use of office equipment including computers, phones, and printers. Occasional overtime may be required. Physical Demands: Demand: Frequency: Hear - Frequent, See - Frequent, Repetitive Motions - Frequent, Sit - Frequent, Talk - Frequent, Type - Frequent, Stand - Occasional, Bend - Occasional, Stoop - Occasional, Reach - Occasional, Walk - Occasional, Physical Work Percentage: Medium 10 25 lbs, 10 - 25%. Travel Required: Yes, 0 10%.