Customer Support Specialist

CSafe Global is seeking a Customer Support Specialist to join our Global Customer Service team. This position will provide support to our global network of Customers. The Customer Support Specialist will work to establish rapport and maintain good customer relationships by provide timely and effective support services to CSafe Global customers. Serve as the liaison between the customers, sales, engineering, and production departments. The Customer Support Specialist will report directly to the Customer Service Manager.

Primary Responsibilities:

• Answer telephone calls and emails on inquiries about CSafe Global product and services.
• Review customer purchase orders (P.O.) against contracts or quotations for accuracy and completeness, accurately enter customer P.O.’s into the ERP system, generate and provide order confirmations, and track orders throughout the organization from open to close.
• Maintain proactive customer contact by providing order status updates, to include shipping dates to insure on time delivery.
• Serve as liaison with manufacturing, engineering, shipping personnel, accounting and the customer on open orders, and assist in expediting orders to meet customer requirements
• Ensure order revisions are communicated to the organization and updated in the ERP system.
• Primary customer contact for resolving questions regarding open or closed sales orders.
• Coordinate RMA processing for return of products for credit, repair or replacement.
• Update and maintain customer files in sales and business system
• Provide timely response to customer on order status.
• Perform all administrative and document control functions associated with providing world class Customer Service
• Work with Account Receivable to quickly resolve any invoicing discrepancies.
• Onboarding and set up of new Customer accounts additionally, establish a rapport, maintaining the customer relationship.
• Follow standard work instructions.
• Serve as liaison between customer, sales, maintenance, production, and service centers.
• Acknowledge and resolve customer complaints. Escalate to Director of Customer Service if necessary.
• Work with Director of Customer Service to ensure a world class customer service is being delivered and overall customer satisfaction is achieved.
• Perform other duties that are assigned by management to provide a seamless customer experience.

Qualifications:

• High school diploma or equivalent; Associate or Bachelor’s degree preferred.
• 2+ years Customer Service experience in a fast-paced industry required.
• Available to work a rotating workday, weekend & holiday schedule as needed.
• High Proficiency in English language required, bilingual in Spanish is a plus
• Excellent verbal and written communication skills
• Experience using any ERP systems or other order entry and management system preferred
• Microsoft office suite-Average Computer Skills and good working known of Outlook, Excel.
• Experience in Cold Chain Supply Chain, Equipment leasing, freight forwarder, Airline Industry or manufacturing preferred.
• CRM experience preferred.
• Proven customer support experience
• Team Player and High-level Performer
• Track record of over-achieving goals and on time delivery
• Strong phone contact handling skills and active listening
• Experience in a call center preferred but not required
• Customer oriented and a strong drive to meet and surpass Customer expectations.
• Ability to multi-task, prioritize and manage time effectively.

Our Benefits Include:

• Paid Time OFF (PTO) starting at 25 days & Paid Holidays
• Medical, Dental and Vision Insurance
• 401k with Employer Match
• Group Life & Disability
• Health Spending Account Options
• Identity Protection
• Employee Assistance Program
• Travel Assistance Program
• Financial Wellness Program
• Tuition Reimbursement
• Parental Leave
• Referral Program
• Gym Membership Reimbursement
• Hybrid Work Options