Position Title: Customer Service & Technical Support Specialist
Purpose of the Position:
This role serves as a key point of contact for customers, providing pre- and post-sales support, managing service and repair requests, and offering specialized pricing for non-standard items. The position requires strong cross-functional collaboration and effective communication to resolve technical challenges and ensure customer satisfaction.
Key Responsibilities:
Manage customer inquiries regarding plant deliveries, services, and general communication; analyze feedback to enhance service quality.
Act as a liaison between customers and internal departments such as manufacturing, supply chain, quality, sales, and accounting.
Facilitate escalation of customer feedback to appropriate teams for resolution.
Maintain and process work orders and sample requests accurately, ensuring all customer, product, pricing, and delivery details are correct.
Ensure customer requirements align with product capabilities and specifications.
Negotiate expedited production and shipping schedules to meet urgent customer needs.
Independently handle customer accommodations with sound judgment.
Represent the organization professionally and promote positive interactions with both internal and external stakeholders.
Education Requirements:
Associate degree required
Minimum of 2 years in a customer service or related field
Required Skills:
Experience in customer service or logistics
Strong organizational, prioritization, and multitasking abilities
Proven relationship-building and negotiation skills
Effective written and verbal communication
Proficiency in Microsoft Office Suite (Word, Excel, Project)
Desired Skills:
Familiarity with PeopleSoft, Supply Chain systems, or equivalent platforms
Ability to read and interpret engineering drawings and technical documents
Soft Skills:
Team-oriented with the ability to work independently
Strong interpersonal and communication abilities
Positive attitude, enthusiasm, and high energy
Detail-oriented with strong problem-solving capabilities
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