Customer Service Specialist I - Mequon, United States - Norscot Group, Inc.

Description

If you consider yourself a great communicator and have a passion for customer service, then Norscot Group, Inc. has a career opportunity for you. Norscot Group, Inc. is a privately held family business with over 53 years of experience in the promotional products industry.

Norscot promotes the names, logos and advertising messages of its clients with high quality branded merchandise designed to build brand loyalty and awareness.

Recognized as one of the top promotional products companies in the United States, Norscot is proud to include some of the world's most iconic brands as valued customers.

The effective promotion of our customers' names and messages is our passion, and we are looking for enthusiastic, service-minded individuals to join our customer service team.

Summary

Under the direction of the Customer Service Manager, the Customer Service Specialist I provides the best possible customer satisfaction to the organization's customers by addressing and resolving customer inquiries and concerns, processing orders, and resolving billing questions, in accordance with company policies and procedures.

The Customer Service Specialist I works closely with the Sales Team to assist with the individual needs of specific client accounts for global companies.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Create and maintain customer files. Enter all required information into the ERP system to create and maintain the customer database, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc. as needed.
• Enter customer orders into the ERP system including payment and shipping information.
• Track order status and provide accurate and timely information regarding the status of open orders to customers.
• Address and resolve customer inquiries regarding products, shipping, billing, etc. and make recommendations regarding return authorizations and the issuing of credits to customers to maintain customer goodwill.
• Provide inside support to the outside sales representatives as needed.
• Complete special projects as assigned.
• Complete and maintain all required paperwork, records, documents, etc.
• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

Knowledge and Skill
High school diploma or equivalent required, Customer Service Certification or an Associate Degree in Marketing or Business a plus. Experience not required; one to three years of related experience desired.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, the requirements listed below are representative of the skills and abilities required.

• Clear communication skills - ability to effectively communicate both verbally and written with customers and other employees of the organization.
• Product knowledge - deep understanding of Norscot's product offerings and custom programs to be able to assist and address customers' questions and issues.
• Time management skills - ability to prioritize assigned tasks and meet deadlines.
• Positive language skills - the ability to make subtle changes in conversational patterns and specific words used can go a long way in creating positive customer experiences and can greatly affect how the customer hears the response to their question or problem.
• Teamwork - ability to work collaboratively with co-workers and other departments to efficiently achieve the team's goal.
• Initiative - ability to work independently on assigned tasks to efficiently complete. Ability to work on multiple tasks simultaneously and still meet all deadlines.
• Computer skills - ability to work with ERP software - experience with NetSuite a plus, Microsoft Office, Adobe, web stores, and Google.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; talk or hear; and use hands to operate computer and other office equipment.

The employee is occasionally required to stand and walk; reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enab