Customer Service Specialist

Overview

The Customer Service Specialist serves as the primary point of contact for customers by coordinating service requests, processing orders, providing status updates, and supporting daily operations. This role works closely with customers, technicians, vendors, and internal departments to ensure exceptional customer service and timely completion of repair and service projects.

Responsibilities

• Serve as a primary contact for customers regarding service inquiries, repair status updates, and product information.
• Receive, process, and track customer orders, repair requests, and service documentation.
• Prepare quotes, work orders, and related customer correspondence.
• Coordinate communication between customers, technicians, sales representatives, and operations personnel.
• Monitor project timelines and provide customers with timely updates regarding repair status, delivery schedules, and service completion.
• Maintain accurate customer records within company systems.
• Assist with scheduling pickups, deliveries, and freight arrangements as needed.
• Resolve routine customer concerns and escalate complex issues to management.
• Support invoicing, billing inquiries, and order reconciliation activities.
• Maintain documentation related to customer transactions, service records, and warranties.
• Ensure compliance with company policies, quality standards, and safety requirements.
• Perform other related duties as assigned.

Qualifications

• Strong customer service and relationship-building skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Experience with ERP, CRM, or service management systems preferred.
• Strong problem-solving and follow-up skills.
• Ability to work effectively with customers and cross-functional teams.

Competencies:  

• Teamwork: Collaboration, the ability to work effectively with others, and a positive attitude towards teamwork. 
• Adaptability: Adjusting to changing situations and priorities, being flexible, and learning quickly. 
• Integrity: Maintaining ethical standards, acting with honesty and respect, and being accountable. 
• Initiative: Taking proactive steps, identifying opportunities, and going above and beyond expectations. 
• Communication: Strong written and verbal communication skills, active listening, and the ability to convey information clearly.

Education:

• High School Diploma or GED required.
• Associate degree in Business Administration or related field preferred.
• Equivalent combination of education and experience may be considered.

Experience:

• Minimum 2 years of customer service, order processing, administrative support, or service coordination experience preferred.
• Experience in industrial services, manufacturing, power systems, or a technical service environment preferred.
• Experience using ERP systems and inventory management software.

Physical Activities & Requirements:

• Ability to sit, stand, and walk for extended periods.
• Occasional lifting of materials up to 25 pounds.
• Close vision for reading documents and computer screens
• Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment
• Ability to speak and hear clearly with internal and external stake holders.
• Ability to visit warehouses, shops, and operational work environments as needed.

Working Conditions:

• Primarily office environment with occasional visits to warehouse or shop areas.
• May require interaction with customers, vendors, and field personnel in a fast-paced service environment.