Customer Solutions Specialist

Job Description

Job Details

Job Title:

Customer Solutions Specialist

Job Code:

CSS

Department:

Customer Service

Location:

Duluth, GA

Reports To:

eEcommerce Customer Experience Manager

FLSA Classification:

Non - Exempt

EEOC Classification:

Administrative Support Workers

Salary Grade:

Supervisory Responsibilities:

Yes No

Job Summary

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.

Essential Duties

• 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.

Qualifications, Skills, Abilities and Educational Requirements

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 with the ability to resolve customer related issues with limited supervision
• Experience working in a fast paced and high-volume work environment
• Ability to multi-task and manage priorities in an efficient manner based on urgency, management, and customer requests
• Proactive "self-starter" with a strong attention to detail and organizational skills
• Exceptional communication skills, both verbal and written, enabling effective interaction with employees on all levels as well as customers

Preferred

• Bachelor's degree in Business Administration or related field, or equivalent work experience
• 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

Key Competencies

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%

Additional Information

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel.

Job duties outlined in this job description are considered "Essential Functions" and have been formulated in accordance with the guidelines established by the Equal Employment Opportunity Commission (EEOC). The provisions of the American with Disabilities Act (1990) stipulate that employees must be capable of performing the "Essential Functions" of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the "Essential Functions".

DiversiTech is an Equal Opportunity Employer.