Customer Support Specialist

Talentify; Kenosha (WI); On-site; USD 38,000 - 54,000; Full time

Job summary

Talentify in the United States is seeking a Customer Support Specialist to assist customers with product information, order processing, and problem resolution across OE programs and Special Markets. You will handle inquiries by phone and email, process orders, maintain records, and collaborate with suppliers to fulfill commitments while ensuring SOX compliance and accurate data entry.

A 2-year related experience and strong communication are required; familiarity with Microsoft Office and

Qualifications

• Associate degree or equivalent (2 years related experience) required.
• Proficient data entry.
• Clear understanding of computer functions and program operations gained from 2+ years of customer service experience.
• Excellent communication skills with internal and external customers.
• Ability to multitask in a fast-paced customer care environment.
• Basic knowledge of Microsoft Office applications.
• Ability to interface cooperatively with call center and related departments.

Responsibilities

• Resolve customer issues and inquiries relating to products, orders, and OE programs, including Special Markets and Insurance Replacement.
• Maintain and file order records per company policy; assist with reporting as needed.
• Process incoming requests via multiple channels (hard copy, email, fax) and forward to appropriate teams.
• Interact with suppliers to place orders and manage customer expectations.
• Ensure SOX compliance and maintain accurate order documentation.

Skills

Data entry

Communication skills

Microsoft Office

Teamwork

Customer service experience

Education

Associate degree or equivalent (2 years related experience)

Tools

Microsoft Office

Job description

Overview

The Customer Support Specialist interfaces directly with customers, assisting them with product information, order processing, general inquiries, and problem resolution. The primary focus is on original equipment (OE) program support, with an additional focus on Special Markets customers. This includes Insurance Replacement and Fleet Sales. To support the programs, this role will also work directly with suppliers to place orders and help manage customer expectations. The associate will also need a basic understanding of account procedures and processes.

Responsibilities

• Problem resolution (some examples include missing items, incorrect items, order tracking, etc.)
• Filing and maintaining order records per company policy
• Supplier customer service-related problem resolution
• Receives and respond to customer hard copy / email requests (can include product information, product availability, pricing, RGA, loaner tools, etc.)
• Receives and process incoming faxes / internet orders / emails for Special Markets and the OE programs
• Paperwise – adding freight from Supplier invoices to shipment tracking in LN. This process must be completed within 7 days of the invoice receipt date
• Sorts and route SBS invoices, distributing appropriately (job automatically runs)
• Offers assistance with policy and procedure
• SOX Compliance
• Drives cross training to support all programs effectively
• Offers assistance with reporting
• Communicates clearly with customers while remaining sensitive to the ongoing conversations in the call center
• Manages ETI errors and makes necessary updates to successfully process order
• Manages standing customer orders and processing according to terms (weekly, monthly, designated ship days)
• Maintains an excellent understanding of the various product offerings and suppliers
• Presents customers with new program offerings, websites and promotions offered by SBS
• Issues purchase orders to meet all customer orders as needed

Qualifications

• Associate degree or equivalent of 2 years’ related experience
• Proficient data entry
• Clear understanding of computer functions and program operations obtained through a minimum of 2 years’ customer service experience
• Experience with leadership role on special projects or campaigns
• Understanding of basic account procedures
• Must possess excellent communication skills
• Ability to consistently maintain a professional and positive attitude when dealing with both internal and external customers
• Multi-tasking with accuracy and promptness in a busy customer care environment
• Basic knowledge of Microsoft Office
• Ability to interface cooperatively with the call center team and related departments
• Product knowledge or aptitude for technical automotive applications of tools and equipment