Position Summary:

The Customer Support Specialist plays a crucial role in customer satisfaction. This position requires excellent communication skills, problem-solving abilities, and a customer-centric approach. The primary responsibility of this position is providing a top-notch customer experience by accurately recording customer orders, addressing inquiries, coordinating product returns, and resolving complaints in a timely and professional manner.

Essential Functions:

Communicate effectively and professionally with customers, both verbally and in writing through various channels such as phone, email, and fax.
Enter order information into the company's database, ensuring that the orders are complete, accurate, and in compliance with established policies and procedures.
Collaborate with other departments, such as shipping or the sales team, to ensure that orders are processed and fulfilled correctly.
Address any customer inquiries or concerns regarding their order status or any other issues related to the order.
Identify and resolve any discrepancies or issues related to orders, such as incorrect pricing or missing items.
Coordinate product returns, credits, and replacements.
Generate regular reports on order status, inventory levels, and other key performance metrics.
Monitor UPS and FedEx tracking numbers for possible shipping delays.
Update, organize, and maintain new and existing customer records in the company’s ERP and CRM systems.
Develop a deep understanding of the company's products, prices, and services to provide accurate and up-to-date information to customers.
Use product knowledge to offer appropriate solutions and recommendations based on customer needs.
Clearly and concisely document customer interactions, including inquiries, issues, and resolutions.
Provide regular reports or updates to the team or supervisor regarding customer feedback, trends, and recurring issues.
Build and maintain strong relationships with customers by demonstrating empathy, professionalism, and a customer-focused attitude.

Education and Experience:

1-3 years of experience in order entry or customer service.
Associates or Bachelor’s degree preferred.

Knowledge, Skills and Abilities:

Must be able to work effectively as part of a team.
Ability to adapt and learn quickly in a fast-paced environment.
Excellent verbal and written communication skills.
Strong problem-solving and critical-thinking abilities.
Patience, empathy, and a customer-oriented mindset.
Ability to work under pressure and handle escalated situations.
High organizational skills and attention to detail.
Basic proficiency in CRM software and Microsoft Excel.

Pine Pharmaceuticals

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Customer Support Specialist