Customer Support Specialist

Job Title

Job Description

Essential Functions:

• Works with customers and internal departments to facilitate order processing, shipment coordination, and resolution of customer requests.

• Serve as primary point of contact for assigned customer accounts.
• Maintain professional and responsive communication with customers.
• Build and maintain strong customer relationships.

• Enter and maintain all customer orders accurately.
• Verify pricing, quantities, and delivery timelines.
• Monitor order status and ensure timely completion.
• Enter all sample requests and monitor for timely shipments.

• Schedule pickups and coordinate shipments with warehouse personnel.
• Prepare and verify shipping documentation for accuracy and compliance.
• Communicate shipment details with customers.
• Monitor outbound shipments for correct shipping documents, placards and necessary paperwork.

• Generate invoices for all completed orders.
• Monitor assigned customer accounts for past-due balances.
• Perform basic follow-up and notify management of outstanding issues.

• Review customer order trends compared to prior periods.
• Identify inactive or declining accounts.
• Conduct proactive outreach to maintain engagement and identify opportunities.

• Serve as initial point of contact for customer concerns or product issues.
• Gather detailed and structured information using standard intake procedures.
• Document and escalate issues appropriately to management.

• Answer incoming calls and direct inquiries appropriately.
• Greet and assist visitors as needed.
• Maintain a professional front-office presence.
• Open, stamp and distribute mail daily.

• Order office and facility supplies as assigned.
• Enter requisitions for non-inventory purchases as required.

• Participate in required safety and compliance training as required by federal, state, county, and local regulations as well as company policies.
• Suggest improvements for safety and compliance.
• Promptly report any safety incidents and participate in incident investigations as requested.
• Support team members and provide cross-functional assistance as needed.
• Act in a stewardship capacity for the Company, work as a functional member of the team, can self-direct and self-regulate workday.
• Provides backup, on-call and overtime support as needed in the evenings and other required times as designated by management. Position should be proficient and able to handle the transfer of duties as required, whether permanent or in case of absence.
• Other duties as assigned by management.

Minimum Requirements:

• Minimum education and experience:
  High School Diploma and 5 years' experience in an office environment and relevant experience as described.
• Specialized technical/aptitude experience:
  Ability to listen and interpret customer needs.
• Knowledge of commonly used concepts, practices, and procedures within the manufacturing industry.
• Demonstrated comprehensive knowledge of office and facilities coordination and basic leadership and management knowledge.
• Ability to prioritize workflow and organize diverse material and ability to handle multiple, competing and changing priorities; ability to perform effectively without supervision and within established time limits and ongoing deadlines.
• Ability to interact and communicate effectively and professionally verbally and in writing, and to provide exceptional service internally and externally.
• Demonstrated ability to problem solve and execute job related tasks and project responsibilities independently, exercising judgment in the areas of customer relations, shipping logistics and handling of materials.
• Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction.
• Relevant computer skills for this position include knowledge and experience with Microsoft Office applications; experience using LN preferred.
• Displays adaptability in learning the use of relevant software and displays comprehension of fundamental computer practices and database management.
• Outstanding interpersonal relationship building and employee coaching and development skills.

Physical Demands:

• While performing the duties of this position the employee is regularly required to sit and talk and hear.
• The employee is frequently required to use hands to finger, handle or feel and reach with hands and arms.
• The employee is frequently required to stand, walk, bend and reach, and may occasionally ride in a motor vehicle.
• The employee must frequently lift and/or move up to 15 lbs. and occasionally lift and/or move up to 50 lbs.
• This position may require the employee to handle or ship hazardous materials and hazardous waste in accordance with applicable regulations found in in 40 and 49 CFR.

Benefits and Compensation:

The pay range for…