Customer Service Specialist

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    "requisitionDescription": "<div><p data-pasted=\"true\"><strong>Position Summary:</strong></p><p>The Customer Account Specialist position is responsible for providing best in class customer service to Sales and a portfolio of assigned customers. Accountable for managing customer orders through the pipeline to facilitate growth of existing accounts. &nbsp;In the event of absence, these job responsibilities will be covered by an employee in the &ldquo;CSS role&rdquo; or &ldquo;Manager or Director of Service&rdquo; position.</p><p><strong>Responsibilities and Duties:&nbsp;</strong></p><p>This job description and performance standard document has been prepared as a guide to ensure better communication and understanding. &nbsp;All responsibilities, however, have not been included, nor could they be. &nbsp;Your Supervisor/Manager may from time to time ask you to perform other related duties not specifically included in this description. &nbsp;Likewise, this description will be revised when required to meet current business needs.</p><p><strong>Customer Centric Focus:&nbsp;</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Partners with Sales to create new customer items; use PLS form to create items in Radius.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Enters customer sales orders; ensuring all requirements have been met per order (product/order mins, pricing details, Leadtime needs)</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Delivers complete, accurate, and timely sales order details to support internal order processing.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Review open order reports daily and drives communication-advising customers on change in dates.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Create shipping release with a high level of accuracy; to achieve on time delivery.&nbsp;</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Manage expedited shipments as necessary, with required management approval.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Create expedited sales order requests with scheduling as needed.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Responsible for processing Returns and Credit as needed. Provide timely feedback so customers have an effortless experience.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Leverage Salesforce CRM to collect insights into customer expectations. Along with capture interactions via service calls, successes, and problems to drive ongoing improvements.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Liaise as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production and Shipping) to improve the entire customer experience.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Escalate internal systematic/process concerns until final solution/resolution is provided to customer.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Maintain product awareness- technical understanding of our products/processes.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Process and manage non-conformances with internal and external customers.&nbsp;</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Provide samples to customers.&nbsp;</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Attain pricing or price lists on existing items as needed</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>May require light travel to internal meetings or customer meetings.</p><p><strong>Skills and Qualifications:</strong><span style=\"white-space:pre;\"><strong>&nbsp; &nbsp;&nbsp;</strong></span></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Exceptional customer-facing communication skills; excellent listening skills</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Action-oriented, assertive, and diplomatic.&nbsp;</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>This position requires an individual who enjoys working with a sense of urgency and creative problem-solving.&nbsp;</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Thrives on challenges.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Attitude- friendly, patient, positive</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Values teamwork and supports team environment.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.</p><p><strong>Working Conditions and/or Physical Requirements:</strong></p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Hybrid Office position: 3 days in local office with 2 remote- scheduled with Manager.</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Must be able to work during the hours between 8 a.m. and 5 p.m.</p><p><br></p></div>\n",
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