Customer Solutions Expert

Conestoga Wood Specialties; East Earl (Lancaster County); On-site; USD 32,000 - 42,000; Full time

Job summary

Conestoga Wood Specialties is hiring a Customer Solutions Expert to support customers via phone and email, enter orders, and resolve product questions and warranties. Training will be provided to master systems and processes across multiple locations.

The role requires a high school diploma, at least 6 months of customer service experience, strong communication skills, and the ability to work in a team or independently. Daytime, Monday–Friday hours with potential overtime are included.

Qualifications

• Minimum 6 months of customer service experience including order entry.
• Strong written and verbal communication skills.
• Proficiency with computers and MS Office, including email.

Responsibilities

• Attend training to learn the Customer Solutions Expert role.
• Handle incoming calls and emails about orders, quotes, and warranty resolutions.
• Document order notes and navigate multiple system platforms.
• Clarify and resolve customer issues to ensure satisfaction.
• Build relationships with internal and external customers through active listening and product knowledge.
• Work weekdays, daytime hours, with overtime as needed.

Skills

Customer service

Order entry

Attention to detail

Professional communication

Teamwork

Phone etiquette

Independent work

Education

High school diploma or equivalent

Tools

MS Office

Job description

Our Position:

• Attend training to learn all aspects of the Customer Solutions Expert role in order to demonstrate the different skills necessary for success
• Learn and navigate multiple system platforms simultaneously through performing basic telephone interactions via our general contact phone line as well as basic order entry
• Answer general incoming calls and emails relative to customer orders, quotes, inquiries, product related questions and warranty resolutions for two of our four locations
• Ensure satisfaction by clarifying, researching, and exploring solutions
• Document order notes in our order platforms
• Build loyalty with internal and external customers through active listening, consultative relationship building, resourcefulness, and basic knowledge of all product lines
• Engage in learning on a consistent basis as our business and industry evolves
• Follow company policies and procedures to ensure efficient and accurate resolution of customer issues

Your Qualifications:

• High school diploma or equivalent required
• Minimum of 6 months of customer service experience to include order entry
• Full-time hours Monday through Friday, daytime hours and overtime when required
• High attention to detail
• Process orders with accuracy
• Type to defined department metrics for both speed and accuracy
• Must demonstrate a patient and professional demeanor and maintain a positive attitude
• Attendance that meets the company attendance policy is an essential function of the job
• Proficiency with computers, MS Office software, including email
• Attain working knowledge of system platforms
• Professional business communication skills, over the phone and in writing
• Capable of working independently and within a team structure

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.