Customer Support Specialist

Customer Support Specialist

The Customer Support Specialist is a customer-focused professional responsible for providing exceptional service and support to WalzCraft's customers. This role involves managing customer inquiries, processing orders, providing accurate product information, and coordinating with internal teams to ensure timely and precise fulfillment of customer needs. The ideal candidate combines strong communication and problem-solving skills with attention to detail and a commitment to WalzCraft's Core Values—fostering teamwork, accuracy, and continuous improvement every day.

Key Responsibilities:

• Serve as a primary point of contact for customer support inquiries via phone and email, delivering timely, accurate, and professional service.
• Prepare and process customer quotes, orders, and product information with a high degree of accuracy and attention to detail, applying the Measure Twice for Accuracy principle.
• Provide guidance to customers on WalzCraft's product offerings, technical options, customer resources, and order requirements to ensure successful outcomes.
• Address and resolve order discrepancies, pricing questions, and customer concerns while maintaining a Be Positive and solution-oriented approach.
• Maintain accurate and up-to-date customer records and documentation within the company's ERP and CRM systems.
• Proactively identify opportunities to improve customer satisfaction and internal workflows, reflecting Be Value Added thinking.
• Participate in training and team meetings to strengthen product knowledge and understanding of WalzCraft processes.
• Uphold company policies, procedures, and safety standards to contribute to a productive, respectful, and collaborative work environment.

Core Values:

• Be Positive: Maintain a calm, constructive, and customer-centered mindset in all interactions. • Measure Twice for Accuracy: Ensure all information, documentation, and resolutions are precise before communicating or processing. • Be Value Added: Seek opportunities to improve service quality, internal communication, and overall customer experience. • R.a.W: Demonstrate hard work, accountability, integrity, and a leadership mindset in daily responsibilities.

Requirements

• High school diploma • Prior experience in customer support, service coordination, or order management— manufacturing or woodworking industry experience a plus. • Strong problem-solving skills with the ability to remain calm and professional under pressure. • Excellent verbal and written communication skills. • High attention to detail and strong organizational abilities. • Proficiency with Microsoft Office Suite and ERP/CRM systems. • Ability to manage multiple priorities while maintaining accuracy and responsiveness. • A collaborative mindset with a strong commitment to WalzCraft's Core Values and customer satisfaction.