Customer Service & Sales Support Specialist

Job description

The Customer Service Specialist is the primary point of contact for customers across all inbound and outbound dealings and a key administrative support for the sales team, working with the company’s executives, management, and administrative staff on customer-related processes.

• Receive and process orders (web, email, phone), including order changes, splitting orders for backordered items, and Return Authorizations.
• Keep customers informed: order updates, product ETAs, shipping inquiries, and follow-ups.
• Address, record, and report customer concerns and inquiries in a timely, courteous, and professional manner.
• Set up new customer accounts and users on the websites.
• Process customer payments, including credit card processing.

• Serve as the administrative point of contact between the sales team and internal customer support teams.
• Contact customers on behalf of sales staff: backorder notices, shipment and container ETAs, tracking and missing-shipment updates, pick-up arrangements, and applicable paperwork.
• Confirm customer pricing and notify the sales team and customer of any price discrepancies on purchase orders.
• Place orders and process payments for the sales team as applicable, and support additional sales action items as needed.

• Update product guide sheets, catalogues, and price lists as directed; maintain product ETAs and in‑stock/out‑of‑stock availability on the website, notifying staff of backorders.
• Monitor website orders: cancel corresponding Net Suite orders for web cancellations, update tracking for shipped‑but‑not‑closed orders, and check outstanding returns.
• Assist the Senior Accountant with data entry as needed.