The Customer Service Specialist will play a critical role in managing customer interactions, providing support on the ground, and ensuring seamless operational processes. This hands-on position requires understanding the company’s operations and products to effectively assist with customer inquiries, resolve issues, and maintain positive relationships. The role involves maintaining customer scorecards, responding effectively to customers with building relationships with them, managing social media interactions, and conducting regular update meetings with customers.

Key Responsibilities: 

• Engage directly with customers to handle inquiries, orders, and resolve issues, demonstrating empathy and effective communication skills.
• Work closely with the operations team to understand processes and provide accurate information to customers.
• Manage and de-escalate customer complaints or difficult situations, delivering solutions and, when necessary, delivering challenging information with professionalism.
• Maintain customer scorecards in collaboration with the sales coordinator, ensuring accurate tracking of customer satisfaction and performance metrics.
• Monitor and manage the company’s social media channels, responding to customer feedback and inquiries promptly and professionally.
• Conduct transactional meetings with customers, including weekly or biweekly calls, to maintain relationships and address ongoing needs or concerns.
• Support operational tasks as needed to ensure a hands-on understanding of the company’s processes and services.

Qualifications:

• 3-5 years of customer service experience and drive toward customer satisfaction
• Experience in operations, demonstrating an understanding of hands-on work processes (manufacturing experience is not required).
• Strong communication skills, with the ability to de-escalate situations and maintain professionalism.
• Demonstrated empathy and customer-focused approach in all interactions.
• Familiarity with managing and maintaining customer scorecards in a business environment.
• Basic knowledge of social media management and the ability to respond to customer interactions effectively.
• Ability to conduct regular, transactional customer meetings and maintain positive relationships through ongoing communication.
• Ability to work closely with supply chain, sales, and operations teams, interfacing with various internal players.
• Proven track record of maintaining customer satisfaction and building long-term relationships.
• Strong organizational and multitasking skills, with the ability to manage multiple customer accounts and channels simultaneously

Benefits:

• Competitive benefits package including: Medical, dental, and vision insurance and 401k
• Great team and On-the-job training!

We are committed to creating a diverse and inclusive workplace. We do not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. This job description may be adjusted based on changing business needs.

JOB CODE: 1000021