Customer Support Representative

Customer Service/Client Support/Client Success RepresentativePosition serves as the primary operational link between external clients and internal cross functional teams. This role delivers high touch customer support, drives rapid issue resolution, and collaborates closely with engineering, logistics, shipping, and finance departments to uphold exceptional service standards and drive customer satisfaction.

For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.
Key ResponsibilitiesClient Relationship ManagementServe as the dedicated account lead for regional distributors, commercial contractors, and field sales teams, providing seamless end to end service and territory coverage.High Volume Case ManagementManage heavy inquiry volumes regarding order status, product availability, inventory levels, and tiered pricing structures with exceptional accuracy and speed.Claims and Returns ProcessingFacilitate and resolve customer complaints, Credit Claim Forms (CCFs), and Return Goods Authorizations (RGAs) within strict 24 hour SLA windows.System Utilization and Data IntegrityMaintain customer accounts and transactional records across enterprise resource planning (ERP) platforms and customer relationship management (CRM) databases.Process Improvement and QualityProactively identify operational bottlenecks, recommend workflow enhancements, and contribute directly to elevating company Net Promoter Scores (NPS).
Key Qualifications and RequirementsExperienceMinimum 3+ years of progressive customer service or client support experience and 2+ in the manufacturing or industrial industry.EducationBachelor degree in Business Administration, Communications, Supply Chain, or a related field is strongly preferred.Technical ProficiencyAdvanced proficiency in Microsoft Office Suite (Excel, Outlook, Word). Prior working experience with enterprise ERP platforms such as JD Edwards (JDE), SAP, or Oracle is highly advantageous. xzbcwsv Core CompetenciesExceptional verbal and written communication skills, outstanding multi tasking capabilities, strong conflict resolution skills, and a high attention to detail in fast paced environments.