Customer Solutions Specialist

• Own and manage end-to-end processing of GAF (Great American Finance) orders
• Collaborate with internal departments to ensure seamless customer experiences
• Provide product recommendations and technical guidance on product functionality and website navigation
• Respond to customer and sales representative inquiries via email
• Retrieve and distribute invoices and packing lists
• Manage the Customer Service Chat platform and lead real-time customer engagement
• Provide tailored support to high-volume distribution customers
• Provide backup coverage for phone queues
• Maintain accurate CRM records and perform ongoing account maintenance
• Support customer account updates and changes
• Resolve open CRM cases, mis-shipments, and back-orders
• Communicate customer or territory-specific challenges to Sales Representatives
• Manage daily chat-based customer solutions operations and ensure prompt, accurate issue resolution

• High school degree or equivalent
• Excellent English verbal and written communication skills
• At least 2–3 years' experience as a Customer Solutions Representative
• Solid working knowledge of a CRM system
• Solid working knowledge of phone systems
• Ability to read schematics and illustrated parts lists
• Solid ERP system knowledge
• Working product knowledge
• Solid knowledge of Microsoft Office products, specifically Excel and Word
• Excellent attention to detail
• Ability to maintain complete, accurate records using appropriate systems
• Ability to work cooperatively within a team environment

Demonstrates expertise in managing end-to-end customer solutions, including CRM and ERP systems, while providing exceptional communication and tailored support to enhance customer experiences.

• Customer Solutions Representative Experience
• CRM System Knowledge
• ERP System Knowledge
• Excellent Verbal And Written Communication Skills
• Attention To Detail

• CRM System
• ERP System
• Microsoft Office (Excel, Word)
• Reading Schematics
• Product Knowledge

• Team Collaboration
• Customer Engagement

• Customer Experience
• Order Processing
• Account Maintenance
• Issue Resolution

• Customer Service Chat Platform
• Phone Systems