Customer Support Specialist

Overview

Responsible for efficiently managing customer accounts, processing orders, and ensuring customer satisfaction. This role involves maintaining accurate order records, coordinating with internal departments, addressing customer inquiries, and resolving issues promptly.

Primary Responsibilities

• Serve as the Subject Matter Expert (SME) for one assigned product brand.
• Maintain expert knowledge of assigned products, applications, pricing, and processes.
• Perform all core customer support responsibilities including order processing, warranty claims, customer inquiries, and coordination with internal departments.
• Provide timely and accurate information to incoming customer requests regarding order status, product knowledge, pricing, availability, and delivery timelines.
• Collaborate with the Production Department to maintain a consistent workflow by scheduling orders effectively.
• Train and support colleagues on the assigned brand.
• Liaise with distributors and partners via phone and email in a professional manner.
• Resolve and coordinate customer issues related to orders, warranty claims, delivery of products, and specialized shipping information.
• Collaborate with Engineering, Product Management, Manufacturing, Sales, and Supply Chain on brand-related issues.
• Create and maintain knowledge base documentation for the assigned brand
• Process Customer Complaint Record (CCR) entries in ERP to identity recurring customer issues and recommend improvements.
• Work effectively within a small team while ensuring the highest level of customer service.
• Perform any other duties as assigned.

The list of duties and responsibilities described above is not intended to be all-inclusive and may be expanded/modified from time to time as required by Synapse ITS' needs.

Requirements

Knowledge, Skills, and Abilities

• Strong understanding of business principles and practices to effectively manage customer accounts.
• Exceptional communication and interpersonal skills.
• High ethical standards in all interactions and the ability to maintain confidentiality when dealing with sensitive information.
• Strong analytical and problem-solving skills to address customer inquiries and find effective solutions.
• Strategic mindset to assess customer needs and identify opportunities for improving customer satisfaction.
• Familiarity with inventory tools and systems.
• Proficiency in MS Office (Excel, Word, Outlook) for generating reports, maintaining records, and communicating internally. Ability to quickly learn and navigate through internal and industry-specific software systems.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Ability to learn quickly and work with a high level of accuracy under time pressures while handling high volumes of requests.

Qualifications and Experience

• Highschool diploma or GED
• A minimum of 2 years of experience in a customer support or sales role, preferably in a high-tech or manufacturing environment.
• Familiarity with processing orders through an ERP system.
• Experience collaborating with other departments, such as Production, Purchasing, Shipping, and Sales, to ensure smooth order flow and meet customer expectations.
• Proficiency in inventory management software, enterprise resource planning (ERP) systems, and data analysis tools. Proven ability to work independently and show good judgment in decision-making based on process guidelines and customer satisfaction requirements.

The job description may change at the discretion of Synapse ITS.