Customer Service Support Specialist

Customer Service Support Specialist

We are looking for a detail-oriented problem solver to join our team. The successful candidate will be enthusiastic, committed to servicing our customers promptly and professionally, and have a strong understanding of company policies, transactional processes, and product offerings.

Responsibilities:

• Receive and process phone calls from the 1-800 Formica line, managing sample orders and answering product-related questions.
• Manage the samples email inbox, accurately entering orders in the Formica systems
• Place lab sample orders, handle related paperwork
• Check stock levels and backorders with the samples warehouse/reps/customers.
• Fill material bank orders and share leads with the Inside Sales team.
• Send company communications to customers and employees.
• Manage customer purchase orders from entry to fulfillment.
• Handle customer complaints from initiation to resolution.
• Establish positive business relationships with both internal and external customers.
• Educate customers on our product offerings.
• Create US and international shipping labels and paperwork for necessary orders.
• Manage open orders and communicate status updates.

Requirements:

• High School Diploma or GED required; Associate or Bachelor's degree preferred.
• 2-5 years of data entry/customer service experience in a manufacturing environment preferred.
• Excellent verbal and written communication and interpersonal skills; bilingual in English & Spanish or French is a plus.
• Proficiency with Microsoft Office applications; knowledge of various ERP systems preferred.
• Strong organizational and time management skills.
• Ability to multitask, prioritize, and manage time effectively.
• Entrepreneurial spirit, high energy, enthusiasm, and strong work ethic.
• Flexible work schedule with core hours of M-F, 8:30 am-5 pm EST in office.

Additional Information:

• This position reports to the Customer Service Supervisor and works closely with the Formica Inside Sales team, Field Sales, Marketing, Customer Service, and the customer base on all sample-related issues.
• Offers an excellent introduction to Formica's business and a starting point for additional career opportunities at Formica.
• Excellent compensation/benefits package.