Customer Support Specialist

Job Description

Job Description

ABOUT ROYAL KEY SUPPLY

Royal Key Supply is a growing B2B automotive locksmith distributor providing automotive

keys, remotes, key programming and cutting equipment, locksmith tools, and related

products to businesses nationwide through our e-commerce platform.

POSITION OVERVIEW

Royal Key Supply is seeking a professional and customer-focused Customer Support

Specialist to serve as a primary point of contact for our B2B customers.

This position will provide support primarily through inbound phone calls and email

communication, assisting customers with order inquiries, products, shipping, returns,

account questions, and general issues. The ideal candidate is an excellent communicator

who can manage a high volume of customer interactions while remaining organized,

professional, and solution-oriented.

Schedule: Monday-Friday 8am-5pm

KEY RESPONSIBILITIES

• Respond to inbound customer calls and emails in a professional and timely manner
• Assist customers with order status, shipping information, product questions, accounts, returns, and general service questions
• Research customer concerns and provide accurate resolutions or coordinate and escalate to the appropriate departments
• Process order updates, cancellations, returns, and other customer requests according to company policies
• Handle customer concerns and escalations professionally while working toward an appropriate resolution
• Maintain accurate notes and records of customer interactions
• Identify recurring customer issues and communicate trends or opportunities for improvement to management

QUALIFICATIONS

• High School Diploma or GED Equivalent (REQUIRED)
• 2+ years of customer service, customer support, e-commerce support, order
• management, or related experience (PREFERRED)
• Strong phone presence with excellent verbal and written communication skills
• Ability to professionally handle difficult conversations, complaints, and escalated customer concerns
• Strong problem-solving skills with the ability to investigate issues and determine appropriate solutions
• Highly organized with strong attention to detail and the ability to manage multiple customer requests simultaneously
• B2B, e-commerce, wholesale distribution, automotive, or parts-related customer service experience is a plus