Description
Job description
The Customer Service Specialist is the primary point of contact for customers across all inbound and outbound dealings and a key administrative support for the sales team, working with the company’s executives, management, and administrative staff on customer-related processes.
Receive and process orders (web, email, phone), including order changes, splitting orders for backordered items, and Return Authorizations.
Keep customers informed: order updates, product ETAs, shipping inquiries, and follow-ups.
Address, record, and report customer concerns and inquiries in a timely, courteous, and professional manner.
Set up new customer accounts and users on the websites.
Process customer payments, including credit card processing.
Sales Team Support
Serve as the administrative point of contact between the sales team and internal customer support teams.
Contact customers on behalf of sales staff: backorder notices, shipment and container ETAs, tracking and missing-shipment updates, pick-up arrangements, and applicable paperwork.
Confirm customer pricing and notify the sales team and customer of any price discrepancies on purchase orders.
Place orders and process payments for the sales team as applicable, and support additional sales action items as needed.
Administrative & Systems
Update product guide sheets, catalogues, and price lists as directed; maintain product ETAs and in-stock/out-of-stock availability on the website, notifying staff of backorders.
Monitor website orders: cancel corresponding NetSuite orders for web cancellations, update tracking for shipped-but-not-closed orders, and check outstanding returns.
Assist the Senior Accountant with data entry as needed.
