Customer Experience Specialist — Fast-Paced Support & Solutions

EIS Legacy; City of Rochester (NY); On-site; USD 30,000 - 33,000; Full time

Job summary

EIS Legacy in Rochester, NY is seeking a Customer Service Specialist to respond promptly to customer inquiries, investigate complaints, and manage returns and credit requests while coordinating with production and quality teams.

The ideal candidate will have an associate degree or equivalent experience, be proficient in MS Office, and have strong verbal and written communication skills. SAP experience is a plus in a fast-paced, team-driven environment.

Qualifications

• Requires an associate degree in related business field or equivalent work experience.
• Proficient in MS Office.
• SAP business software a plus.
• Excellent persuasive and communication skills.
• Proficient analytical and time management skills.
• Strong verbal and written skills.
• Able to work in a team environment fulfilling objectives with minimum direct supervision.
• Adaptable, proactive, and self-directed.
• Able to work in a fast-paced environment.

Responsibilities

• Respond promptly and empathically to customer inquiries.
• Investigate and troubleshoot complaints, providing effective solutions or escalating complex cases to the proper departments.
• Monitor and resolve open return and credit requests.
• Manage and approve less than minimum quantity sales order requests.
• Monitor and manage new production part process
• Review and enter new Sugar Fabrication quote requests
• Execute daily branch billing including review and loading of carrier tracking information.
• Coordinate with Production to expedite/maintain customer orders
• Coordinate with Quality and Production to ensure Quality requirements are identified
• Provide feedback to management and production regarding customer needs and concerns.

Skills

MS Office

Persuasive communication

Verbal and written skills

Team-oriented

Adaptable and proactive

Analytical skills

Time management

Education

Associate degree in related business field or equivalent experience

Tools

SAP

Job description

EIS Legacy in Rochester, NY is seeking a Customer Service Specialist to respond promptly to customer inquiries, investigate complaints, and manage returns and credit requests while coordinating with production and quality teams.

The ideal candidate will have an associate degree or equivalent experience, be proficient in MS Office, and have strong verbal and written communication skills. SAP experience is a plus in a fast-paced, team-driven environment.