Customer Support

Job Overview

We are seeking a dedicated and detail-oriented Customer Support Coordinator to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a seamless experience. You will handle inquiries, resolve issues, and collaborate with various departments to enhance customer satisfaction. The ideal candidate will possess strong communication skills, a passion for customer service, and the ability to work in a fast-paced environment.

• Answering phones in a professional manner, and routing calls as necessary to appropriate personnel while presenting a pleasant phone rapport with Mid Continent Steel & Wire customers and outside employees
• Maintaining a positive, empathetic, and professional attitude toward customers and coworkers always
• Processes incoming orders as requested
• Responding promptly to customer inquiries about order status, shipping information, credit terms, products, pricing, and availability
• Review open orders to ensure order fulfillment by lead time
• Processing and following up on customer complaints
• Updates customer database with call details such as interactions, transactions, comments, and complaints on all incoming calls
• Proactively calls current customers to review pending orders and build relationships
• Preparing weekly and monthly reports for customers as needed
• Acknowledging and conducting research to resolve customer complaints
• Responsible for ensuring that all customer complaints and RMA’s are processed, authorized, and completed in a timely manner
• Efficient and organized communication with other departments, plants, and customers via emails and phone
• Efficient and organized in excessive paperwork flow
• Create and update Excel Spreadsheet Reports as assigned
• Compliance with attendance policy
• Perform other duties and assignments as directed by Management

• Completion of Customer Service Onboarding Linked In Courses (Level
  2)
• Good written and verbal communication skills
• Consistent, professional dress and manner
• Basic knowledge of all Mid-Continent Steel & Wire products
• Basic knowledge of inventory management and logistics elements
• Basic understanding of Microsoft applications including Word, Excel, and Outlook 365
• Able to contribute as part of a team and work independently with supervision
• Basic understanding of internal systems
• Good organizational and time management skills
• Ability to handle office equipment (e.g., the telephone system, printer, scanner, and the fax machine)
• Problem–solving skills
• Basic administrative, clerical, and customer service skills. (6-12 months experience in a customer service, administrative role)
• Ability to read, write, and speak on a competent and professional level
• Willingness to participate in training classes given or required by the company
• Willingness to take tests to provide Management with information to be used for management and classification (tests may be written and/or oral)
• Willingness to move to other positions to keep the company running in an efficient manner
• Knowledge and adherence to confidentiality requirements
• Consistent with company policies, individuals are expected to maintain superior customer relations; be involved and committed to the quality process; be patient and willing to train and give aid to fellow employees; work in an efficient and economical manner; receive constructive criticism and praise in a business-like fashion; and be honest and maintain a positive attitude

• Ability to lift 30 lbs
• Ability to hear and speak distinctly on the telephone
• Ability to perform under pressure in a fast-paced environment
• This job operates within a professional office environment. While performing the duties of this job inside the office, the employee is frequently exposed to normal working conditions in an office environment with a noise level that is usually moderate to high
• Knowledge, understanding, and application of safety practices
• Willingness to submit to drug testing