Customer Service Specialist

The Customer Service Specialist is a full-time role based at Frazier’s corporate office in Long Valley, NJ. The role interacts with customers and prospects to provide information in response to inquiries about Frazier products and services. A primary responsibility of this role is to serve as the “customer advocate” and address issues, and questions in a timely manner. He/she will work closely with internal departments, including sales, project management and order processing. Urgency, organizational and strong communication skills are a requirement for success in this position. This role reports directly to the Vice President of Marketing & Customer Service.

Essential Job Functions:

1. Communicate and collaborate with other departments as needed to expedite customer queries, issues and needs.

2. Maintains updated records and customer information using Salesforce CRM

3. Telephone contact with accounts that haven’t been active to determine needs and assess overall activity

4. Fully responsible to support and assist any client or prospect problems to ensure complete customer satisfaction

5. Serves as the “customer advocate for set number of customers

6. Support and execute Service Focused Campaigns

7. Reports on a pre-established rhythm overall customer health report, highlights risks and opportunities

8. Understands the flow of the sales order and engages when necessary to ensure full end user satisfaction

9. Provides active support/service to the PM group to track job status or address queries, where the PM contact may be unable to respond in a timely basis

10. Supports overall Marketing and Customer Service group as required

11. Promotes and communicates Frazier activity, such as Trade Show participation, case studies and new innovations to customer and prospects

Knowledge, Skills and Abilities:

· Associate or bachelor’s degree in communications, Business, or related area

· 3-5 years’ experience in service, customer focused role

· Excellent communications, interpersonal, organizational and time management skills

· Ability to multi-task and work across various teams

· Strong MS software knowledge, Word, Excel, Powerpoint

· Strong knowledge of Salesforce or CRM application

· Passion for human services “Customer is always right”

Job Location

Long Valley, NJ (USA)

Position Type, Work Days

Full-Time, Monday thru Friday, 8:00am – 5:00pm. Travel May Be Required (25%)