Customer Service Specialist I

Description

The Customer Service Specialist I serves as liaison between Quantix and the customers’ orders. Their goal is to ensure the order management process is executed accurately and timely. They provide one on one service to our customers while communicating their daily needs and providing key information to help prevent and solve issues. The Customer Service Specialist I recognizes customer needs and coordinates internal and external activities to make things happen. They build relationships through service, communication, and organizational/product knowledge. 

Summary of Essential Job Functions

• Must work well in a team environment and strive to support the needs of both the customer and other departments.
• Communicate clearly and effectively between external customers and all internal A&R divisions to ensure the expeditious handling of all customer orders, requests, special requirements, and other needs.
• Communicate with existing and prospective customers via telephone and email to help facilitate their needs, schedules, and shipments.
• Ensure that all required documentation is sufficiently detailed to meet the needs of other departments within the company.
• Demonstrate sound reasoning and judgment when investigating and solving problems; seek guidance when appropriate.
• Complete incident and nonconformance reports as required.
• Tactfully handle difficult situations and negotiate mutually satisfactory resolutions.
• Adhere to and promote all elements of the company’s Responsible Care performance goals.
• Maintain a positive, professional attitude in all interactions with customers and fellow employees.
• Manage projects efficiently, meeting both internal and external deadlines.
• Gather, monitor, and analyze customer account data to help meet customer objectives; report noteworthy account activity to management.
• Manage expectations of the internal team with integrity and transparency.
• Contribute to continuous process improvement by staying mindful of current procedures and their purpose.
• Identify referral opportunities and support business development through ongoing relationship-building.
• Continuously look for ways to simplify and improve customer experience.

Requirements

Minimum Requirements

• Excellent problem-solving, organizational, time management, and analytical skills.
• Outstanding communication abilities with both external and internal customers.
• Proficient in Microsoft Word and Excel.
• Ability to learn and become proficient with required systems and other web-based operations platforms.
• Self-motivated, with the ability to perform duties independently with minimal supervision.
• Previous experience in Customer Service, Account Management, or Inventory Management preferred.
• High school diploma or equivalent required; Bachelor’s degree preferred.

Abilities Required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions.

While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.