Customer Support Specialist in Bedford, Ohio at Keltec

POSITION SUMMARY:

The Customer Support Coordinator manages customer orders, provides day-to-day management of assigned accounts and assists outside Sales staff.

MINNIMUM QUALIFICATIONS:

• Dedicated to providing world-class service. Must have at least 2 years in customer service based position.
• Excellent written and verbal communication skills.
• Computer proficiency: with MS Office [Outlook, Excel, Word] or similar programs is required; order processing software, experience in ERP, and CRM systems is preferred.
• Ability to adjust and be flexible in a dynamic busy environment.

SUPERVISORY RESPONSIBILITIES:

• None

ESSENTIAL DUTIES & RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Adheres to safety rules at all times wearing proper PPE required for task being performed and follows all Company policies.
• Maintains a clean and orderly work environment at all times.
• Acknowledges sales order to customers.
• Answers phone and interacts with people in a professional manner and uses good etiquette; searches for ways to improve service and sales; handles dissatisfaction quickly.
• Receives and screens communications, including telephone calls, faxes and emails, then provides assistance to customers, suppliers, and co-workers as needed.
• Assists sales staff with customer service, researching customer issues, preparing proposals and selling product and services.
• Reviews and summarizes miscellaneous reports and documents utilizing Microsoft Office, industry specific software, and other software as designated by processes.
• Assist with maintaining customer information in ERP/CRM; sets up pricing and contact information.
• Reviews contracts and enters customer purchase orders to generate sales order acknowledgements, verifying customer shipping locations, pricing, part numbers and special shipping or labeling requests and any other customer requirements.
• Demonstrates willingness to help company meet deadlines and pitches-in to fulfill orders and assist customers.
• Develops positive relationships with peers and supervisors; asks for and listens to suggestions; volunteers for group projects.
• Ensures flow of information to co-workers, customers and others is timely and communicated effectively; accepts constructive criticism from co-workers and supervisors; conveys critical business information to team.
• Analyzes individual contribution and takes action where appropriate; reduces inefficiencies and enhances effectiveness; ensures customer requests are carried out effectively.
• Interacts well with all levels of the Organization
• Other duties as assigned.

EDUCATION / EXPERIENCE:

• 3-5 years of experience working in manufacturing, assembly, production or similar industries would be helpful.
• Experience in a customer service environment, especially in business-to-business customer service is required.
• Experience interacting with all levels of employees is required.
• High school or equivalent required. Associate’s degree in business administration or related discipline is preferred.
• Experience working in an ISO quality system environment is preferred

LANGUAGE SKILLS:

• English fluent.

MATHEMATICAL SKILLS:

• Basic

REASONING ABILITY:

• Uses discretion when interacting with internal and external customers to maintain positive relationships.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

PHYSICAL DEMANDS:

• Sitting (85%), standing (5%), walking (5%), talking (100%).

We are an equal opportunity employer and are committed to non-discrimination to employ and advance qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. We comply with VEVRAA and Section 503 of the Rehabilitation Act and provide reasonable accommodations to qualified individuals with disabilities