Customer Support Specialist - Monroe, United States - CSafe Global

CSafe Global Monroe, United States

2 weeks ago

Description

Job Description

CSafe Global is seeking a Customer Support Specialist to join our Global Customer Service team. This position will provide support to our global network of Customers. The Customer Support Specialist will work to establish rapport and maintain good customer relationships by provide timely and effective support services to CSafe Global customers. Serve as the liaison between the customers, sales, engineering, and production departments. The Customer Support Specialist will report directly to the Customer Service Manager.

Primary Responsibilities:

Answer telephone calls and emails on inquiries about CSafe Global product and services.
Review customer purchase orders (P.O.) against contracts or quotations for accuracy and completeness, accurately enter customer P.O.'s into the ERP system, generate and provide order confirmations, and track orders throughout the organization from open to close.
Maintain proactive customer contact by providing order status updates, to include shipping dates to insure on time delivery.
Serve as liaison with manufacturing, engineering, shipping personnel, accounting and the customer on open orders, and assist in expediting orders to meet customer requirements
Ensure order revisions are communicated to the organization and updated in the ERP system.
Primary customer contact for resolving questions regarding open or closed sales orders.
Coordinate RMA processing for return of products for credit, repair or replacement.
Update and maintain customer files in sales and business system
Provide timely response to customer on order status.
Perform all administrative and document control functions associated with providing world class Customer Service
Work with Account Receivable to quickly resolve any invoicing discrepancies.
Onboarding and set up of new Customer accounts additionally, establish a rapport, maintaining the customer relationship.
Follow standard work instructions.
Serve as liaison between customer, sales, maintenance, production, and service centers.
Acknowledge and resolve customer complaints. Escalate to Director of Customer Service if necessary.
Work with Director of Customer Service to ensure a world class customer service is being delivered and overall customer satisfaction is achieved.
Perform other duties that are assigned by management to provide a seamless customer experience.

Qualifications:

High school diploma or equivalent; Associate or Bachelor's degree preferred.
2+ years Customer Service experience in a fast-paced industry required.
Available to work a rotating workday, weekend & holiday schedule as needed.
High Proficiency in English language required, bilingual in Spanish is a plus
Excellent verbal and written communication skills
Experience using any ERP systems or other order entry and management system preferred
Microsoft office suite-Average Computer Skills and good working known of Outlook, Excel.
Experience in Cold Chain Supply Chain, Equipment leasing, freight forwarder, Airline Industry or manufacturing preferred.
CRM experience preferred.
Proven customer support experience
Team Player and High-level Performer
Track record of over-achieving goals and on time delivery
Strong phone contact handling skills and active listening
Experience in a call center preferred but not required
Customer oriented and a strong drive to meet and surpass Customer expectations.
Ability to multi-task, prioritize and manage time effectively.

Our Benefits Include:

Paid Time OFF (PTO) starting at 25 days & Paid Holidays
Medical, Dental and Vision Insurance
401k with Employer Match
Group Life & Disability
Health Spending Account Options
Identity Protection
Employee Assistance Program
Travel Assistance Program
Financial Wellness Program
Tuition Reimbursement
Parental Leave
Referral Program
Gym Membership Reimbursement
Hybrid Work Options

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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