Customer Support Specialist - Post Sales

Customer Support Specialist - Post Sales

The Customer Support Specialist (Post Sales) serves as a primary point of contact for customers after an order has been placed. This role is responsible for resolving customer inquiries, addressing order-related concerns, coordinating with internal departments, and ensuring an exceptional customer experience throughout the post-sales process.

The ideal candidate is highly organized, customer-focused, and comfortable managing multiple priorities in a fast-paced environment. This position requires strong communication skills, attention to detail, and the ability to collaborate across departments to drive timely and effective resolutions.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and other communication channels
• Manage customer requests related to orders, shipments, returns, warranties, and service concerns
• Investigate and resolve customer issues by collaborating with internal departments including Shipping, Warehouse, Production, Purchasing, Accounting, Quality, and Sales
• Provide timely updates and status communications to customers throughout the resolution process
• Document customer interactions, actions taken, and resolutions within company systems
• Process credits, adjustments, returns, and other post-sale transactions as required
• Monitor and manage assigned tasks and customer requests to ensure timely completion
• Escalate complex customer concerns to management when appropriate
• Maintain accurate records and customer communication history
• Assist with special projects and process improvement initiatives
• Identify recurring customer issues and recommend solutions to improve customer satisfaction
• Contribute to departmental goals focused on customer service excellence and operational efficiency
• Perform other duties, tasks, or work as assigned

Qualifications

• Strong customer service skills
• Ability to handle multiple priorities in a fast-paced environment
• Excellent problem-solving abilities
• Strong attention to detail and organizational skills
• Self-motivated and team-oriented
• Ability to work professionally with customers and internal departments

Knowledge & Skills Required

• Strong computer proficiency
• Excellent verbal and written communication skills
• Ability to multi-task and prioritize effectively
• Strong organizational and time-management skills
• Attention to detail
• Problem-solving abilities
• Ability to work independently and collaboratively
• Experience using CRM, ERP, or customer support systems preferred

Education & Experience

• High School Diploma or equivalent required
• 13 years of customer service, customer support, operations support, or related experience preferred
• Experience in a high-volume customer-facing environment preferred

Compensation

The recruiting base pay rate for this full-time position is $23.00$30.00 per hour. Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training. This position is eligible for a year-end bonus plan based on individual and company performance.

Radwell Benefits

• Medical, dental, and vision coverage starting Day 1 of employment
• 15 PTO days
• Paid company holidays
• Company-paid short-term and long-term disability
• Company-paid life insurance
• 401(k) with company matching
• Free onsite gym

Work Schedule

This is a full-time position scheduled Monday through Friday from 8:00am to 5:00pm. Employees are expected to maintain regular attendance and adhere to company time-off policies.

Radwell International LLC is an equal opportunity employer.