Senior Customer Service Specialist

Position Summary: The Senior Customer Service Specialist position is responsible for providing best in class customer service to Sales and a portfolio of assigned customers. Accountable for managing customer orders through the pipeline to facilitate growth of existing accounts. In the event of absence, these job responsibilities will be covered by an employee in the “CSS role” or “Manager or Director of Service” position. Responsibilities and Duties: This job description and performance standard document has been prepared as a guide to ensure better communication and understanding. All responsibilities, however, have not been included, nor could they be. Your Supervisor/Manager may from time to time ask you to perform other related duties not specifically included in this description. Likewise, this description will be revised when required to meet current business needs. Customer Centric Focus: Partners with Sales to create new customer items; use PLS form to create items in Radius. Enters customer sales orders; ensuring all requirements have been met per order (product/order mins, pricing details, Leadtime needs) Delivers complete, accurate, and timely sales order details to support internal order processing. Review open order reports daily and drives communication-advising customers on change in dates. Create shipping release with a high level of accuracy; to achieve on time delivery. Manage expedited shipments as necessary, with required management approval. Create expedited sales order requests with scheduling as needed. Responsible for processing Returns and Credit as needed. Provide timely feedback so customers have an effortless experience. Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements. Leverage Salesforce CRM to collect insights into customer expectations. Along with capture interactions via service calls, successes, and problems to drive ongoing improvements. Liaise as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production and Shipping) to improve the entire customer experience. Escalate internal systematic/process concerns until final solution/resolution is provided to customer. Maintain product awareness- technical understanding of our products/processes. May require light travel to internal meetings or customer meetings. As a Senior CSS: Oversee Training process of new team members. Provide Mentorship and Guidance for continued development of team members. In the absence of team manager, authorized to make limited management decisions as needed. Keeps strong awareness of customer base to provide backup and support as needed. Steps in as needed for team- afterhours or weekends to support production team to avoid downtime or missed shipments. Skills and Qualifications: Exceptional customer-facing communication skills; excellent listening skills Action-oriented, assertive, and diplomatic. This position requires an individual who enjoys working with a sense of urgency and creative problem-solving. Thrives on challenges. Attitude- friendly, patient, positive Values teamwork and supports team environment. 4-year college degree preferred or 5+ years of experience in a Customer Service role in a manufacturing environment highly preferable.