Proactive Inbound Support Specialist

Travers-Tool; Duncan (SC); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

PTO and sick time

Paid holidays

Medical, dental and vision insurance

Company-paid life and disability

Flexible Spending Account (FSA)

401(k) and Roth IRA with company match

Employee Assistance Program

Job summary

Travers Tool Co. is seeking a Customer Experience Specialist in Duncan, SC to support Telesales, Field Sales, Web, and Marketplace customers with solution-based assistance and accurate order processing.

The role emphasizes identifying opportunities to create customer value, protect revenue, and deepen relationships while coordinating with Sales, Credit, Warehouse, Marketing, Procurement, and Product Management to deliver a cohesive customer experience.

Responsibilities

• Provide support to Telesales, Field Sales, Web, Marketplace, and unassigned customers across inbound calls, email tickets, chat, web, and marketplace requests.
• Accurately and timely process quotes, orders, and customer-service opportunities according to standard operating procedures.
• Identify customer needs, clarify information, research issues, and provide appropriate solutions.
• Work with vendors for quotes, product information, availability, and tracking updates; work with carriers for tracking, freight claims, and pickups.
• Review customer accounts and provide accurate billing, shipping, order, and account updates.
• De-escalate dissatisfied-customer situations with patience, ownership, and solution-based support.
• Work cross-functionally with Sales, Credit, Warehouse, Marketing, Procurement, Product Management, and other teams to resolve issues and deliver a cohesive customer experience.
• Follow established communication procedures, policies, and service standards; support team needs and help less-experienced teammates when appropriate.
• Use approved EDGE discovery, closing, and quote-email language during applicable customer interactions.
• Look beyond the immediate request to identify additional ways to help the customer and strengthen the relationship.
• Spot cross-sell, package quantity, competitor-quote, repeat-business, and share-of-wallet opportunities and document the next action.
• Follow up on open quotes and orders from prior working days when customer action or internal follow-through is needed.
• Make appropriate outbound contacts for first-time-customer repeat business and other management-approved engagement campaigns.

Job description

Travers Tool Co. is seeking a Customer Experience Specialist in Duncan, SC to support Telesales, Field Sales, Web, and Marketplace customers with solution-based assistance and accurate order processing.

The role emphasizes identifying opportunities to create customer value, protect revenue, and deepen relationships while coordinating with Sales, Credit, Warehouse, Marketing, Procurement, and Product Management to deliver a cohesive customer experience.