Customer Service Specialist

POSITION SUMMARY: A Customer Service and Sales Customer Support Representative's job is primarily to assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically. PRINCIPAL RESPONSIBILITIES: Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area Respond promptly to customer inquiries Handle and resolve customer complaints Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints Process orders of all types Process Warranty and Courtesy Replacement orders Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints Record details of actions taken Communicate and coordinate with our Internal Sales Representatives (ISR) Communicate directly with our Manufactures Rep Agencies Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role Other duties as required ESSENTIAL FUNCTIONS: Ability to work in a team environment as well as being a self-starter of improvement projects Exceptional verbal and written communication skills Exceptional troubleshooting skills Must be able to communicate effectively, both verbally and in writing Must have the ability to work well within a business environment and the ability to multitask REQUIRED QUALIFICATIONS: Education: HS Diploma required, some college preferred Experience: Must be proficient in Microsoft Office Programs including Word, Excel and Power Point Experience in Business Management Software (i.e. SAP) is preferred but not required Competencies: Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners. Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions. Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills. Specialized Skills: Ability to offer prompt, effective support to warehouse, plant and corporate office environments.

WORKING CONDITIONS: This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations. Department is open from

6:30AM-7PM EST

to accommodate service coverage for west coast. Must be able to work a regular 8 hour/ day schedule in that window. Minimal, if any, travel. PHYSICAL DEMANDS: Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.