Customer Service Specialist - Amerock

Full Time

Strategic Business Unit: Amerock

Job Title: Customer Service Specialist

Company Description

Amerock is a leading manufacturer of decorative hardware and drapery. Corporate headquarters is located in Mooresville, NC with a distribution facility in Freeport, Illinois.

Job Summary & Responsibilities

The Customer Service Specialist (CSS) will answer inbound calls from customers, internal personnel, and end-users. These calls may involve order entry, providing order status, and minor product technical support.

Responsibilities include account order management, coordination of promotional orders, report preparation, and sales/supply chain support functions for the assigned accounts. This individual will receive and enter orders as well as resolve customer inquiries and complaints in a timely fashion.

The CSS must follow through on all commitments made to customers and ensure accurate and timely processing of all requests asked of customer service.

Proactive actions to communicate potential service issues to customers and internal personnel will be necessary. When applicable this person will communicate process gaps or shortcomings to management to assist in driving continuous process improvement. The mindset should be to reduce order cycle times and improve service to customers.

Work with other functional groups in the business to understand the factors impacting service to customers and know/communicate the plans for resolving these issues. This position will require internal communication at many levels of the organization in addition to the customers. This is a team environment.

Attention to detail and a passion for customer satisfaction are two key traits of a qualified candidate.

• Answer inbound calls and process orders in a timely manner
• Monitor service levels of assigned accounts and communicate issues as needed
• Work with other functional groups to resolve/prevent customer issues
• Monitor orders on hold and follow up to clear pricing/credit issues as quickly as possible

Qualifications

• Innate attention to detail and strong communication skills
• Good computer skills: MS Office (Excel, Word) and SAP Preferred
• Strong phone etiquette skills, verbal communications, grammatical and professional business skill sets
• Problem analysis and problem-solving
• Organizational and follow-up skills are required
• Data collection and ordering
• Initiative
• Adept at multi-tasking, self-motivated with a strong drive to resolve issues quickly and effectively and work well within a team atmosphere

Preferred Qualifications

• Consumer Products Industry Experience
• Experience in a Customer Service role with retail customers
• Ability to speak French or Spanish

Amerock is an Equal Opportunity Employer and complies with applicable employment laws. M/F/D/V are encouraged to apply.