Customer Support Specialist

Role Overview

The CrewBoss Customer Support Specialist works to develop and maintain relationships with direct customers and distributors of CrewBoss products by aiding them with product and pricing questions, responding to order requests, entering and revising orders as needed, and enhancing customers overall experience with the company. The Customer Support Specialist helps increase sales, and aid customers primarily through the utilization of the phone and other verbal and written forms of communication, such as email. Expected to provide product knowledge, and ensure customer satisfaction in all areas of the business. This position reports to the Director of Sales CrewBoss.

Responsibilities (other duties may be assigned)

Customer Support

• Represents CrewBoss and its products in assigned areas
• Aid Outside Sales and Director of Sales in achieving and exceeding annual sales goals
• Respond to customer contacts through phone calls and email regarding orders, sales opportunities and understanding overall customer needs
• Perform accurate and timely input of customer orders into ERP system
• Develop new business opportunities through product knowledge and willingness to meet customer expectations
• Build and sustain relationships with customers focusing on long-term relationships. Evaluate customer satisfaction following order execution in a timely and professional manner
• Collaborate with marketing, production and shipping to ensure fulfillment and accuracy of customer orders
• Work with R&D on new product and custom orders
• Review data for errors and correct prior to order going into production
• Work with Production Manager to provide delivery dates and order updates
• Maintain detailed knowledge of company products

General administrative

• Primary reception contact for incoming phone calls
• Responsible for incoming and outgoing mail
• Log incoming checks and route to bank lockbox for processing
• Maintain front office refreshment area
• Provide administrative support for front desk

Key Attributes

• Possesses strong communication skills, both oral and written
• Strong analytical and problem solving skills
• Ability to manage multiple projects and customers in a fast paced environment
• Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure and adjusts to meet changing needs and deadlines
• Shows initiative and is results driven
• Demonstrates effective organizational and presentation skills
• Willingness to continue gaining product knowledge and to serve customer and aid in product development

• Minimum of 2 years in sales or sales support experience required
• Excellent oral/written communication, interpersonal, and organizational skills
• Fluent in Microsoft Office
• Experience working with ERP system required
• High level of integrity and professional ethics
• Ability to handle a fast-paced environment
• Strong attention to detail and determination toward accuracy