Customer Support Specialist

Old World Industries, 3100 Sanders Road, Northbrook, Illinois, United States of America

Position Purpose:

The individual will provide excellent customer support, be proactive, solve problems as they arise, build and maintain business relationships by providing prompt and accurate service in order to promote customer loyalty and be able to support multiple accounts. Process customer orders that are submitted by EDI, fax, email or mail. Resolve issues (pricing /quantity/date) in accordance with established company guidelines. Serve as a knowledge source for newer employees and back up others due to variation in workloads.

• Field phone calls, assist with inquiries or redirect as needed for pricing or technical issues.
• Process customer and consumer orders that are submitted via EDI, fax, email or mail.
• Verify purchase order information from customer to ensure proper quantities and price. Discrepancies may be resolved directly with customer (following established guidelines), corrected in collaboration with sales account managers or elevated to Sales Manager due to nature of problem.
• Inform customer of unit price, shipping date, anticipated delays and any additional information as requested by Sales account managers.
• Work with the credit department as needed for release of orders. Notify Sales account manager as needed.
• Scan copy of customer orders at the time of order entry
• 3rd Party B2B Portal maintenance, execution, and support
• Work with production and transportation as needed to ensure product is available, transit is confirmed for expedient deliveries when necessary.
• Team member in troubleshooting various order blocks and technical challenges preventing an order from advancing.
• Review daily Salesforce ticket report to ensure all assigned tickets are accounted for and follow up as needed for tickets pending answers.
• Assist other team members as needed as a knowledge source for problem recognition (system vs staff)
• Ability to recognize all tasks/tools/resources have been utilized before escalation to correct management and/or IT
• Other duties as assigned

• Associate Degree with general business concentration or equivalent customer service experience, Bachelor’s preferred.
• 2-3 years customer service experience with Retail, OEMs, Fleet, and business to business customers
• Intermediate (MS Word, Excel, Access Database)
• SAP and  experience highly preferred
• Good proactive interpersonal, written, verbal communication and team skills
• Ability to assess situations and make recommendations to resolve issues
• Must be able to multi-task and prioritize workload in a fast-paced environment
• Ability to oversee multiple clients and provide excellent customer service
• Must be able to work independently as well as in a team environment
• Reliable, committed and driven characteristics
• Excellent interpersonal and phone skills

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance