Customer Service Specialist

Job Description

Job Description

Customer Care Representative

Job Type: Full-time

$22/hr. In office hours are Mon-Thurs 8-5pm, Friday 7:30am-4:30pm.

Position Summary

The Customer Care Representative is responsible for delivering exceptional service to customers and fostering strong relationships between Customer Care, internal stakeholders, and end customers. Individuals who succeed in this role possess strong attention to detail, excellent communication skills, and a positive, team-oriented attitude.

Essential Responsibilities

· Create and foster positive customer relationships through daily and weekly interaction, proactive communication, and excellent service.

· Manage the day-to-day handling of assigned accounts from order entry through delivery. Verify accuracy, including quantity, size, style, and specifications.

· Enter and maintain accurate quotes for customers, ensuring pricing accuracy, and provide product line information regarding availability and technical specifications. Supply customers with Sales Order Acknowledgements.

· Receive and investigate customer complaints, problems, or questions; identify and implement the best solution to ensure customer satisfaction.

· Process credits (CMARs), and research issues to assist in root cause analysis.

· Maintain availability in the phone system, delivering professional and engaging customer service.

· Collaborate with sales and operations teams to address customer issues such as product substitutions and pricing, and to coordinate order logistics; communicate order changes or concerns as needed.

· Assist and communicate with outside sales representatives regarding all aspects of customer accounts.

· Follow up on shipments; notify customers of delivery dates, back orders, or delivery issues.

· Send samples and literature to existing or prospective customers upon request.

· Demonstrate expertise in __ products and their functions to provide technical assistance to customers.

· Manage workload and communication through the CRM system, following defined processes.

· If applicable, regularly attend production meetings and communicate order changes as needed.

· Assist with quoting projects.

· Identify and act on cross-sell and upsell opportunities to grow business.

· Additional duties as assigned.

Qualifications

· High school diploma or equivalent required.

· Minimum of 2 years of industry-related, customer-facing experience; general office and customer service experience considered.

· Proficiency in MS Office (Word, Excel, Outlook) and basic math skills

· Familiarity with Salesforce, Hubspot, Oracle, or other CRM/ERP systems preferred but not required.

· Building or construction industry experience preferred.

· Strong interpersonal and communication skills, both written and verbal.

· Ability to thrive in a fast-paced environment with strong organizational and conflict-management skills.

· Valid driver's license

Benefits

· 401(k) with match

· Health insurance

· Dental insurance

· Vision Insurance

· Company paid life insurance

· Company paid short-term and long-term disability

· Paid time off

· Employee Stock Ownership Plan (ESOP)