Customer Service Specialist

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.

· Process and manage non-conformances with internal and external customers.

· Provide samples to customers.

· Attain pricing or price lists on existing items as needed

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.

· College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.

· Must be able to work during the hours between 8 a.m. and 5 p.m onsite in Payson, Utah.

· Must be able to identify, prioritize, and meet multiple expectations for area of responsibility.