Customer Service Specialist

POSITION SUMMARY:

The CS Technical Support Specialist is an integral part of the Sales & Customer Service Team for Hydro Systems, acting as the inside communication link between the company and our customers. The CS Technical Support Specialist assists customers, both on the phone and through written correspondence, with order entry, order status requests, expedite requests, quality complaints, export documentation, and technical support. Utilizing Salesforce CRM, cases are assigned to the CS Technical Support Specialist and managed until customer request is completed. This individual is customer centric, process oriented, possesses technical aptitude, and communicates clearly and professionally. Key metrics for this position include case response time, case closure rate, and customer satisfaction scores.

PRIMARY RESPONSIBILITIES/DUTIES:

• Process Orders, ensuring accuracy of ship-to location, pricing, payment terms, freight terms, Incoterms, contact information, and shipping notes in accordance with customer Purchase Order.
• Process RMAs and Credits, documenting reason for return and internal disposition (quality review, return to stock, etc.) noting if restocking fees should apply.
• Assist customer with inquiries regarding order revisions, order status, date change requests, and cancellation requests.
• Assist customers with technical product questions, including product selection based on application, installation guidance, troubleshooting assistance, and repair part recommendations.
• Provide export documentation to Shipping team and/or freight brokers on international orders and arrange shipment pickup on Third Party freight orders.
• Manage Salesforce cases, accurately documenting case details and ensuring cases are not closed until customer request has been fully resolved.
• Answer customer phone calls, documenting call details in Salesforce.

EXPERIENCE/EDUCATION & REQUIREMENTS:

• Must possess a High School Diploma, GED or equivalent.
• [Preferred] 2+ years’ experience with performing in a customer-focused and goal-driven environment.
• Strong mechanical aptitude and problem-solving ability.
• Ability to read and understand mechanical assembly drawings, electrical schematics, and other technical documents.
• Working knowledge of domestic and international shipping processes.
• Excellent communication skills, including ability to listen, communicate clearly and professionally (over the phone, via email, and in person), and de-escalate customers.
• Strong interpersonal skills, including ability to interact with a wide range of customers and personalities with respect, and build lasting customer relationships.
• Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel).
• Experience with Oracle and Salesforce CRM tools is a plus.