Customer Support Specialist in Omaha, Nebraska at Nox-Crete Inc

Nox-Crete, Inc. is growing rapidly! You're a customer support expert, right? If yes, keep scrolling please! We are looking to add another team member to our already awesome customer support team!

General Information
Position Title: Customer Support Specialist (Hours are 9:00 am - 6:00 pm)
Department: Sales
Reports to: Customer Support Manager

Purpose of Position

You must be customer service oriented, a motivated self-starter with excellent communication skills and a strong work ethic. You will need to have great attention to detail and the willingness to take initiative and be proactive in promptly and accurately processing orders from customers. The ability to multi-task and stay organized is imperative as you will simultaneously be responding to customer requests regarding order status, pricing, shipping, availability, invoicing, etc. All duties should be undertaken with the goal of maximizing customer satisfaction. We will expect you to continually maintain a professional image of the company with exceptional integrity and passion which are essential to maintain a positive buying experience for all Nox-Crete customers.

Position Duties and Responsibilities

- Answer incoming phone calls and emails as the primary customer contact answering questions regarding product pricing, availability of product, order status, ship dates / logistics, freight rates and other necessary tasks involved in the sales transaction process.

- Receive all orders via phone, email, website or fax and process these orders in the ERP system in a timely (within one hour) manner. Verify accuracy of information on customer purchase order and communicate with customer regarding requested delivery date.

- Process customer orders accurately and promptly in accordance with established order process procedures and provide order confirmations to the appropriate Regional Manager and customer as soon as practical but no later than the next business day.

- Provide shipping confirmations to customer and appropriate Regional Manager.
Communicate with customers immediately upon notification of a delay or any other change to order. Provide customer feedback to Customer Service Manager for further handling/mitigation.

- Ensure customer purchasing agent contact information is kept up to date in ERP.

- Take action to resolve or seek out immediate resolution to any customer service issues.

- Respond swiftly and courteously to customer complaints or inquiries, notify appropriate parties and process any information necessary to allow for prompt resolution.

- Direct incoming phone calls to the appropriate parties.

- Provide marketing and product information as requested by customer.

Major Work Relationships

- Interacts with members of all departments – Operations, Logistics, Sales (inside and outside), Accounting, Quality, Purchasing

- Primary contact for all customers. Frequently the employee with whom most customers have their initial encounter with the company and often the team member that customers most depend upon.

Education, Experience and Skills & Abilities

Education:
- High School diploma or equivalent required.
- Associates Degree or higher preferred, not required.

Experience in:
- Customer service – three years of experience preferred.
- Organizing and prioritizing a workload in order to provide maximum customer support.
- Working with a variety of teammates to accomplish goals, remaining focused and insistent upon delivery of excellent customer service.
- Construction industry experience preferred, but not required.

Skills in:
- strong data entry, teamwork, collaboration and relationship development skills.
- exceptional verbal and written communication skills with positive customer service focused outlook.
- building rapport with customers through friendly, engaging communication.
- strong listening and note taking skills.
- maintaining documentation and company records.
- using computer software, phones, printers and other office equipment.
- organization / time management.
- managing competing priorities.
- projecting a positive friendly customer-focused persona and attitude
- proficiently using various computer programs which include Salesforce, Outlook, PowerPoint, Excel and Word.

Ability to:
- multi-task, prioritize and manage time effectively.
- work in a fast-paced and self-driven environment.
- understand customer needs and requirements.
- maintain an effective and dependable work schedule.
- participate in continuing education and training.
- communicate effectively and at an appropriate level for the audience addressed.
- relate to, and interact with, customers, dealers and representatives.
- research accounts, verify accuracy of information.
- learn details of company products and make initial recommendations regarding products in a given situation