Customer Service Specialist

Your Mission

Receive and process customer orders, inquiries, and/or complaints covering items or products ordered. Maintain an ongoing relationship with select customers and sales staff. Use knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. Typically requires analysis, judgment, and sensitivity to customer needs, as well as demonstration of high-level product and process knowledge.

How Will You Make an Impact?

• Receive and process customer orders, inquiries, and complaints with precision and efficiency.
• Maintain and nurture ongoing relationships with select customers and sales staff, ensuring a seamless communication link.
• Utilize in-depth knowledge of products, availability, sales territories, and customer profiles to provide tailored support.
• Provide advanced product and service information, addressing complex customer questions with expertise.
• Record and process custom and special orders, coordinating with relevant teams to ensure timely delivery.
• Respond promptly and appropriately to advanced issue escalations, securing managerial approvals when necessary.
• Initiate contact with allocated customers to develop new relationships and act as the primary point of contact for resolving queries and complaints.
• Schedule follow-up actions and meticulously enter relevant information into the CRM system to maintain high-quality data for customer retention and business development.
• Conduct detailed customer interviews using a complex multilevel sales script to clarify requirements and gather comprehensive client information.
• Deliver exceptional service to encourage continued use of the organization's products and services.
• Adhere to organizational policies, procedures, and relevant regulatory codes, seeking authorization for any deviations.
• Engage in continuous professional development through assessment, training, coaching, and staying informed about industry best practices and technological advancements.
• Demonstrate the ability to work independently as an experienced practitioner with minimal supervision.
• Possess post-secondary non-tertiary education and exhibit a commitment to diversity and inclusion in all interactions and responsibilities.