Customer Support Specialist at The Eastern Company – Strongsville, Ohio

Eberhard Overview:

Eberhard is a global leader in the design and manufacturing of engineered access and security solutions. Our mission is to relentlessly focus on our key markets to create valued solutions while delivering an exceptional business experience for our partners. We drive operational excellence into our processes and capabilities while continuously creating growth for our employees, partners, and shareholders. We drive growth by solving customer design challenges through engineering, manufacturing, and adaptive technologies. Eberhard operates from five strategic locations in the USA, Canada, China, and Taiwan. Eberhard is a division of The Eastern Company. (Nasdaq Stock ticker: EML).

Role Description:

A Customer Service Support (CSS) role will vary daily. A CSS will help support CSRs, Market Managers, Customer Service Manager, and National Sales Manager with the goal of providing top service to customers within our procedures.

Core Responsibilities:

• Provide detailed, accurate, and personal attention to customers when responding to phone and email inquiries. Provide technical support for product questions.
• Assist CSRs with purchase orders, acknowledgements, order revisions, expedites, and sample orders. Coordinate changes to orders with proper departments.
• Support CSRs by submitting non-conformance concerns, issuing RMAs, credits, and debits.
• Collaborate with cross-functional teams to resolve customer inquiries.
• Work closely with Market Managers and customers keeping both updated on order status, potential problem areas, and providing general assistance when and where necessary within established guidelines.
• Provide backup support for Customer Service Representatives during absences or peak workload periods as needed.
• Answering/responding in a timely manner to all customer phone calls and e-mails.
• Assist with questions related to customer concerns, i.e. shipments and shipping-related issues.
• Utilize organizational and time management skills to maintain the highest level of customer support possible.
• Assist with special projects assigned by the Customer Service Manager.

Primary Skill Requirements

• Strong customer service skill set that ensures efficient and courteous service.
• Strong organizational, analytical, and problem-solving skills with high attention to detail
• Ability to identify and resolve problems and determine how to best service customers.
• Self-motivated with a positive attitude.
• Ability to work effectively and remain calm under pressure while remaining flexible to change.
• Ability to work without supervision to achieve goals.
• Ability to multi-task while constantly re-prioritizing requirements.
• Strong willingness to assist and cooperate with co-workers to achieve resolution by “going the extra mile”
• Data entry ability and computer knowledge.
• Ability to understand procedures outside the department.
• Ability to work closely with other departments.
• Ability to work in a fast past environment.
• Ability to “Own” your customer/s and not rely on others to support or service them.

Minimum Experience, Skills, and Qualifications:

• Ability to handle multiple tasks and to prioritize situations requiring urgent attention is critical. Strong time management and organizational skills are required.
• Excellent communication skills (written and verbal) with internal and external customers at all levels of the organization providing courteous, timely and accurate information.
• Customer service background – minimum of 1 year.
• 2-year business degree a plus.
• Demonstrated competencies in computer software -- MS Office (Outlook, Word & Excel, and Visual). Previous Visual ERP experience a plus.

Employment with Eberhard Manufacturing is “at-will”, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice, in accordance with Ohio law.

Eberhard Manufacturing Company is an Equal Opportunity Employer. All qualified applicants are evaluated without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability/handicap status, genetic history information, or protected veteran status.