Job Description Summary

The Customer Service Specialist is responsible for addressing all incoming calls, voicemails and emails received in the department, resolve all discrepancies on Purchase Orders that require communication to the sales force and/or customers, and communicating order changes and missed shipment notifications, both inside and outside the company. This position reports to the Customer Service Manager.

The duties and responsibilities of the Customer Service Specialist will consist of, but are not limited to, the following:

• Address all incoming calls, voicemails and emails received by Customer Service team in a timely and professional manner. This includes, but is not limited to order inquiries, change orders, returns, credits, lead time requests, freight quotes, delivery changes and customer complaints
• Follow up on all orders with issues or discrepancies to resolve issues in a timely manner as follows:
• Communication to customers and/or sales team to resolve discrepancies on new Purchase Orders and finalize order once resolution is determined
• Communication of all delayed/missed shipment information to customers and sales team.
• Responsible to protecting KV’s interest in customer service level agreements (SLAs)
• Project and/or Key Account coordination as assigned
• Manage all daily work through Salesforce cases
• Submit order/delivery correction requests in the form of credits and returns
• Processing of Prototype Sample Orders (PSO)
• Processing Engineering Change Orders (ECO)
• Participate in process and product training as required
• Provide proactive solutions and recommendations
• Diagnose customer needs and action improvement plans
• Continuously develop and expand knowledge of KV systems and procedures
• Customer Service support for international customers
• Delivery of training/onboarding for Order Entry Specialists, Customer Service Specialists, or others outside of Customer Service
• Other duties as assigned, including order entry support as needed

Competencies:

• Customer Focus
• Time Management
• Problem Solving
• Understanding Others
• Results, Action Oriented
• Establishing Relationships

Requirements:

• Work Experience: Experience in Customer Service or related field.
• Education: High School diploma or GED
• Computer Skills: Proficiency in MS Word and Excel, with the ability to learn ERP systems, order management systems, Salesforce, and EDI
• Organizational Skills: Ability to handle multiple priorities efficiently and effectively
• Communication Skills: Ability to communicate effectively across a diverse customer-base; good verbal and written communication skills and good interpersonal skills with ability to deal with individuals at all levels, both inside and outside the organization
• 
  Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear and use fingers and hands.
• Physical Environment: Office Environment

Preferred Requirements:

Work Experience: 3 years in Customer Service and experience in a Manufacturing Environment

Education: College degree in Business

Computer Skills: Oracle, Salesforce or other ERP, CRM systems