Customer Service/ Product Support Specialist - Medford, United States - Manufacturing company

Description

Job Description

Customer Service/ Product Support Specialist

MUST HAVE BUSINESS TO BUSINESS EXPERIENCE

Manufacturing Company

Medford, NJ, USA

Full-Time

Salary: $60K+, Commensurate with Experience/Skill Set

401K, Medical, Dental, Vision, Life, PTO

Company Overview:

We are a leading Manufacturer of custom Food Service Equipment committed to providing high-quality, innovative products to our customer base. Our dedication to excellence, technical expertise, and outstanding customer service sets us apart in the industry. The Product Support Specialist will play a crucial role in maintaining our reputation by delivering exceptional service and product solutions to our valued customers.

Job Description:

The Product Support Specialist will serve as a primary point of contact for our customers in assisting with product selections for specific field applications. They will work closely with our factory overseas to ensure the correct products are quoted and address any issues that may arise during the order cycle. The specialist will also address order inquiries, process quotes, POs, enter work orders and resolve concerns related to the customer's job. This role requires an individual who is passionate about providing outstanding customer experiences, possesses excellent communication & decision-making skills and has a strong aptitude for managing multiple priorities in a fast-paced environment.

Essential Duties and Responsibilities:

· Product Support: Respond to customer inquiries via phone, email, and chat. Offer troubleshooting assistance, product information, and order status updates to ensure customer satisfaction.

· Order Processing: Efficiently process customer quote requests, ensuring accuracy as jobs are multi configurations many times. Coordinate with various departments, including Factory, Sales, Engineering, Production, Shipping & Finance to fulfill customer requirements.

· Product Knowledge: Develop a deep understanding of our product portfolio, components, and their applications. Provide expert guidance and recommendations to customers based on their specific needs.

· Problem Resolution: Address customer complaints and concerns in a timely and proactive manner. Ensure that issues are resolved to the customer's satisfaction, adhering to company policies and procedures.

· Relationship Building – In addition to developing meaningful relationships with our customer base, developing strong relationships with our key Suppliers and Manufacturers Representatives is essential for customer growth and market expansion.

· Documentation: Maintain accurate and up-to-date records of customer interactions, transactions, inquiries, and complaints. Utilize our CRM system effectively to manage customer data.

· Continuous Improvement: Suggest and participate in process improvements to enhance the efficiency and effectiveness of the customer service department.

Requirements:

Education: Associate degree preferred. A certification in project management or a related field is advantageous, technical or product related experience a plus.

Experience: 3+ years in a B2B technical/customer support role required, preferably in a manufacturing or related industry. Experience working with factory/manufacturing a plus.

Communication Skills: Excellent verbal and written communication skills. The ability to convey product/technical information clearly and concisely to customers is essential. Proactive communication is required.

Customer-Centric: A passion for delivering exceptional product support and customer experiences; a strong commitment to customer satisfaction.

Problem-Solving: Demonstrated ability to troubleshoot and resolve issues quickly and effectively.

Team Player: Proven ability to work collaboratively with cross-functional teams and support colleagues as needed.

Organizational Skills: Strong organizational and multitasking abilities to handle multiple customer inquiries, orders and priorities simultaneously.

Computer Skills: Proficiency in MS Office (Word, Excel, Outlook, Teams), experience with Auto Quotes, NAV and CRM tools a plus.

We offer a comprehensive benefits package: Medical, Dental, Vision, Life, 401K matching, Paid Time Off. Hours: Mon-Fri 8:30 – 5 pm EST. No nights or weekends.

PRINCIPALS ONLY – No Staffing Agencies

We drug screen all candidates prior to employment.

Company Description