Customer Support Specialist

Gilson; Town of Middleton (WI); On-site; USD 42,000 - 54,000; Full time

Job summary

Gilson is seeking a Customer Support Coordinator to be the daily point of contact for customers, handling orders, inquiries, and portal support. You will work with Sales and Service teams to ensure accurate processing and timely communication.

Ideal candidates have at least 1 year in telephone customer service and office settings, with strong written and verbal communication, and experience with ERP/CRM systems. This role requires professionalism and teamwork in a fast-paced environment.

Qualifications

• High school graduate required.
• 1 year experience in telephone customer service or inside sales.
• 1 year experience in an office environment.

Responsibilities

• Answer inbound calls as the primary contact for Gilson.
• Assist in email distribution (gatekeeping) in multiple email boxes.
• Process sales orders received via EDI, web, telephone, fax, or email in Gilson’s ERP.
• Review orders for accuracy and potential issues in meeting the order requirements.
• Process no-charge sales orders, internal transfer orders, and sample orders.
• Enter and manage all customer data in Gilson’s ERP.
• Act as the primary contact and first level of trouble shooting for Gilson.com web portal.
• Maintain customer tax exemptions in internal and external systems.
• After-order management in customer portals.
• Communicate with and process all Return Merchandise Authorizations (RMA) for customers including creating return shipping labels.
• Efficiently answer customer questions regarding order status, stock availability, item details, pricing, and document-management related to customer orders.
• Manage backorders and communicate changes to orders to customers and sales team members.
• Manage inquiries credit limit requests, billing disputes (including customer credit memo’s), and research billing issues in Gilson’s ERP in conjunction with Gilson’s Finance team.
• Develop basic technical knowledge of products and procedures and be able to effectively share that information with customers.
• Fulfill requests for order acknowledgement and/or invoice copies,
• Create new customer accounts using the BPM forms, review and update existing customer accounts for accuracy,
• Host monthly territory calls with appropriate Sales and Service team members,
• Support quote process using our CRM system by creating new quotes and following up on sales and service quotes,
• Support sales by performing upselling activities.
• Support customers and internal teams with software license registration,
• Perform reception duties as scheduled including covering for breaks/lunches, greeting guests, accepting packages, sorting mail and informing recipients., updating company phone directory, and assisting in getting signatures for documents left for Dr. Robert Gilson.
• Assist with internal mail sorting and distribution.
• Other duties as assigned.

Skills

Professional communication

Phone demeanor

ERP/CRM

Customer relationships

Word & databases

Education

High School Diploma

Tools

ERP system

CRM software

Word

Database apps

Job description

Customer Support Coordinators are the customers' daily single points of contact. Our mission is to consistently deliver excellent customer service to all Gilson customers by effectively managing their orders, their inquiries, and their relationship with Gilson. We provide exceptional support to our external customers as well as to our internal customers within our Sales and Service organizations. With all the processes we apply, we will strive to meet or exceed expectations by putting the customer first.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer phone calls as the primary point of contact for all inbound calls to Gilson.
• Assist in email distribution (gatekeeping)in multiple email boxes.
• Process sales orders received via EDI, web, telephone, fax, or email in Gilson’s ERP.
• Review orders for accuracy and potential issues in meeting the order requirements.
• Process no-charge sales orders, internal transfer orders, and sample orders.
• Enter and manage all customer data in Gilson’s ERP.
• Act as the primary contact and first level of trouble shooting for Gilson.com web portal.
• Maintain customer tax exemptions in internal and external systems,
• After-order management in customer portals,
• Communicate with and process all Return Merchandise Authorizations (RMA)for customers including creating return shipping labels,
• Efficiently answer customer questions regarding order status, stock availability, item details, pricing, and document-management related to customer orders,
• Manage backorders and communicate changes to orders to customers and sales team members.
• Manage inquiries credit limit requests, billing disputes(including customer credit memo’s), and research billing issues in Gilson’s ERP in conjunction with Gilson’s Finance team,
• Develop basic technical knowledge of products and procedures and be able to effectively share that information with customers.
• Fulfill requests for order acknowledgement and/or invoice copies,
• Create new customer accounts using the BPM forms, review and update existing customer accounts for accuracy,
• Host monthly territory calls with appropriate Sales and Service team members,
• Support quote process using our CRM system by creating new quotes and following up on sales and service quotes,
• Support sales by performing upselling activities.
• Support customers and internal teams with software license registration,
• Perform reception duties as scheduled including covering forbreaks/lunches, greeting guests, accepting packages, sorting mail and informing recipients., updating company phone directory, and assisting in getting signatures for documents left for Dr. Robert Gilson.
• Assist with internal mail sorting and distribution.
• Other duties as assigned.

JOB REQUIREMENTS

EDUCATION

• High School Graduate or GED

WORK EXPERIENCE

• 1 year experience in telephone customer service or inside sales
• 1 year experience working in an office environment

SKILLS OR KNOWLEDGE

• Demonstrated professional oral and written communication skills.
• Must possess a professional phone demeanor.
• ERP sales and distribution module & CRM.
• Ability to create seamless relationship with customers to increase their loyalty to Gilson.
• Ability to use Microsoft Word and database computer application.

PHYSICAL ABILITY

• Requires good or corrected vision.
• Ability to communicate verbally.

OTHER

• Regular attendance and punctuality.
• Ability to work well with others.
• Ability to acquire new skills and to accommodate change in the workplace.
• Ability to work in a fast-paced environment.