Customer Support Specialist

Tonawanda. Customer Support Specialist. Great Lakes Dental Technologies. FT. 1st Shift. Benefits. The Customer Support Specialist is responsible for providing responsive, professional support to customers primarily through inbound phone calls and emails. This role assists customers with order placement, product inquiries, order status, returns, e-commerce support, basic troubleshooting, and issue resolution. While the position may identify customer needs and provide product information or recommendations during inbound interactions, it is not an outbound sales role. Outbound calls will be made to follow up on customer inquiries, resolve open issues, or provide requested information. Essential Duties and Responsibilities: The following statement reflects the general details considered necessary to describe the principle functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent to the job. Responds to a high volume of inbound customer calls and emails in a timely, professional, and customer-focused manner. Processes customer orders received by phone, email, or other approved channels. Provides order status, delivery and shipment information, inventory and product availability, pricing, quotes, and other related customer support. Assists customers with product inquiries, basic troubleshooting, e-commerce support, returns, and general service needs. Provides product information and recommendations during inbound customer interactions when appropriate; this role does not conduct outbound sales calls. Makes outbound calls only as needed to follow up on customer inquiries, resolve open issues, or provide requested information. Utilizes CRM to document customer interactions, manage follow-up activities, track customer inquiries, and support timely resolution of open issues. Processes tickets for customer returns and other service-related matters. Maintains accurate and up-to-date customer account information in company systems. Serves as an advocate for the customer by helping resolve concerns and coordinating with supporting departments as needed. Suggests operational and process improvements to better serve customers and streamline internal processes. Provides operational support to supporting departments as needed. May occasionally travel to conventions, trade shows, universities, or customer events as required. Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education And/or Experience Associate degree or equivalent combination of education and experience. Minimum of two years of customer service, sales support, call center, or related experience in a fast-paced environment. Experience Handling Inbound Customer Calls And Emails Strongly Preferred Experience using CRM, order entry, or customer management systems preferred. Dental, orthodontic, medical device, manufacturing, or distribution experience a plus. #J-18808-Ljbffr Great Lakes Dental Technologies