The Customer Service Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service. 

Duties/Responsibilities

• Interacts with customers/vendors via telephone queue, email, online chat, or in-person to provide support and information on an assigned product line or service.
• Process purchase orders for shipment and will call
• Maintains customer accounts and records of customer interactions with details of orders, inquiries, complaints, or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries, recommend products/services, or forward to the appropriate sales staff.
• Collects and enters orders for new or additional products or services into the appropriate system.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Communicate with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace shipments.
• Assist with returns from wholesalers, review RMA requests, enter them into the system, and approve or deny according to established policies. 
• Assist with inventory
• Performs other related duties as assigned. 

• Excellent communication skills, including active listening.
• Service-oriented and able to resolve customer grievances.
• Attention to detail and ability to multitask in a fast-paced environment.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, a product, service, or area of customer service specialization.

Education and Experience

• High school diploma or equivalent.
• Three (3) years of customer service experience required.
• Some experience with the product or service the specialist will be assigned is preferred.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.