Provides a variety of customer service, support to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.

The Customer Service Specialist may perform similar duties as the Customer Service Representative; however, it is distinguished by typically handling more complex customers or product lines, being able to handle both domestic and export orders, and being able to solve more difficult customer issues.

• 2-3 years of progressive customer service experience.

• High school graduate or equivalent education and experience.

• Providing customer service;

• Resolving customer problems and concerns;

• Developing correspondence and communications;

• Working with other departments and divisions;

• Applying department policies and procedures to difficult situations;

• PC skills; ERP (SAGE and/or SAP and/or Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applications as required.

• Communicating with co-workers to provide and receive direction.

• Export experience, knowledge of Incoterms and export documentation

• Italian, English, German

• Places customer sales orders in a timely manner and before order cut-off; handles complex customer needs via mail, phone, or electronic contact, including order entry, adjustments, and resolution of questions or complaints.

• Handles all levels of order complexity, including export paperwork and required certifications.

• Responds to a wide scope of inquiries and complaints, liaising with relevant departments as needed.

• Assists with reviewing and coordinating customer service activities related to shipping, plant schedules, inventory levels, and sales by reviewing reports, orders, and shipments.

• Builds strong customer relationships and acts as a liaison between sales and customers to clarify orders, provide technical guidance where appropriate, and facilitate recurring or new orders.

• Onboards and trains new Customer Service agents, including system access setup, on-the-job coaching, and identification of re-training needs.

• Demonstrates a proactive mindset, supports the team overall, ensures positive reinforcement, and contributes as a Subject Matter Expert to projects (e.g. Salesforce, NPI, Export, Client onboarding, Warehouse and IT enhancements).

• Participates in key meetings upon request, develops and reviews customer correspondence and documentation, and performs other duties as assigned.