Customer Service & Sales Support Specialist
Position Overview
The Customer Service Specialist is the primary point of contact for customers across all inbound and outbound dealings and a key administrative support for the sales team, working with the company’s executives, management, and administrative staff on customer-related processes.
Flooring or building-products industry experience is an asset.
1. Customer Service
- Act as receptionist: greet all walk-ins and appointments, and answer and direct all incoming phone calls.
- Receive and process orders (web, email, phone), including order changes, splitting orders for backordered items, and Return Authorizations.
- Keep customers informed: order updates, product ETAs, shipping inquiries, and follow-ups.
- Address, record, and report customer concerns and inquiries in a timely, courteous, and professional manner.
- Set up new customer accounts and users on the websites.
- Process customer payments, including credit card processing.
2. Sales Team Support
- Serve as the administrative point of contact between the sales team and internal customer support teams.
- Contact customers on behalf of sales staff: backorder notices, shipment and container ETAs, tracking and missing-shipment updates, pick-up arrangements, and applicable paperwork.
- Confirm customer pricing and notify the sales team and customer of any price discrepancies on purchase orders.
- Place orders and process payments for the sales team as applicable, and support additional sales action items as needed.
3. Administrative & Systems
- Update product guide sheets, catalogues, and price lists as directed; maintain product ETAs and in-stock/out-of-stock availability on the website, notifying staff of backorders.
- Monitor website orders: cancel corresponding NetSuite orders for web cancellations, update tracking for shipped-but-not-closed orders, and check outstanding returns.
- Assist the Senior Accountant with data entry as needed.
Reporting and General Provisions
Reports to the company’s executives and the Communications/Policies Director. Duties are subject to change; other duties may arise as determined by the company’s executives.
Pay: $17.20-$25.00 per hour
Benefits:
- Extended health care
- Life insurance
- Paid time off
Work Location: In person
