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    Customer Support Specialist - Rochester, United States - Lydall

    Lydall
    Lydall Rochester, United States

    2 weeks ago

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    Description

    ** Customer Support Specialist**

    **Job Category****:** Sales & Marketing **Requisition Number****:** CUSTO002074 Showing 1 location **Job Details**

    **Description**

    **Duties and Responsibilities:**

    Working knowledge and understanding of Company products and their applications, manufacturing processes and applicable safety & health concerns.

    Manage the day-to-day customer relations, providing proactive support to our customer base and sales team.

    Assists with resolution of customer concerns including customer complaints, return material, resolution of customer invoices, and payment issues.

    Responsible for fostering a team atmosphere and professional environment.

    Responsible for the overall coordination of internal resources to fulfill customer purchase orders from order entry to shipment.

    Track all orders, inventories, and shipments for assigned accounts.

    Maintain an in-depth knowledge of applicable procedures and policies as contained in the procedure manual and the applicable software packages. Responsibilities will include the processing of quotations, customer specifications, administration of orders, processing EDI, consignment, and blanket orders in addition to export orders and documentation.

    Utilize customer activity and operation information to anticipate and solicit repeat orders.

    Enter and update customer forecasts to ensure they are current at all times.

    Present professional appearance and demeanor at all times. Confidentiality and privileged information must be maintained.

    Coordinate paperwork for new products.

    Travel as necessary to customer locations, manufacturing plants, out of office sales meetings, trainings or seminars.

    Provide customers, both existing and potential, with technical data sheets and SDS sheets upon approval from Account Manager.

    Utilize customer complaint procedure to ensure resolution. Responsibilities include inputting customer complaint into database, providing specific details to the quality department regarding the complaint, coordinating return of products when needed, and following up with the customer.

    Prepare and coordinate all documentation for domestic and international shipments, including, but not limited to, Packing Lists, Dock Receipts, Certificates of Origin and Bills of Lading.

    Processes customer orders/changes/returns according to established department policies and procedures.

    Establishes and nurtures excellent customer and supplier relations.

    Facilitates the implementation of process improvements in the ordering and delivery of products focusing on lead-time reduction and quality improvements.

    Responsible for arranging transportation, as needed to ensure On-time delivery to customer locations.

    Work in conjunction will Sales associates in other locations for efficient management of inventory levels to ensure 100% conformance to customer requirements.

    Provides timely feedback to the company regarding service failures or customer concerns.

    Partners with the sales team to meet and exceed customers service expectations.

    Performs other duties or special projects as required or as assigned.

    *Other:*

    *Must adhere to all company and location policies and safety rules*

    *Must be able to work extended hours when required*

    *All other duties as assigned*

    Education, Experience, Skills and Abilities Required for Consideration as a Candidate:

    (If a degree is required it must be from an accredited institution)

    Minimum of two years formal education Junior college or University Study, or equivalent of 5 years work experience in the Customer Service or Inside Sales role.

    Pleasant personality, above average negotiating and problem solving ability. Strong written and oral communication skills.

    Basic Math skills.

    Excellent English grammar skills.

    Proficient in typing skills and MS Office software.

    Ability to work in a fast paced environment.

    Strong initiative and ability to work independently.

    Ability to develop cooperative working relationships across the organization.

    Ability to travel on occasion.

    Additional Education, Experience, Skills and Abilities Preferred:

    (If a degree is required it must be from an accredited institution)

    One (1) to three (3) years of experience in manufacturing customer service role.

    Experience within a manufacturing environment preferred.

    EDI (Electronic Data Interchange) knowledge a plus

    BPCS or ERP System Knowledge a plus

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)

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