Job Description

Customer Support Specialist

This position will provide support ensuring that customer's satisfaction with the order process by completing all the necessary steps through the order and delivery process.

Responsibilities:

Under minimal supervision, performs varied and moderately complex tasks including but not limited to:

• Receives customers' requests by telephone, email, mail or person. Analyzes requests, provides information requested or ascertains who can best provide the information, routes the request to the proper person.
• Respond to requests from customers as it relates to orders, product availability, dispute resolution, invoice requests, shipment proof of delivery (POD's).
• Receives, reviews and enters all customer requests according to standard procedures.
• Responsible for guiding complaint resolution to ensure that proper and satisfactory closure are obtained for customers. Investigate and bring to resolution disputes.
• Place purchase orders for products from internal, external and overseas supplies on a needs basis.
• Will support purchasing department as it relates to stocking PO status for order fulfillment.
• Requests status from factories, negotiate deliver dates, update provide dates on sales orders, advice customer of process status.
• Arrange routing of products with local and international forwarding companies, act as liaison between customers and transportation companies to assist with delivery of goods.
• Ensure freight forwarders and others receive information such as shipping date, weight dimensions of equipment shipped (max load calculations), material safety data sheets (MSDS) for refrigerant, as well as IMO information.
• Coordinate re-routing of orders when applicable.
• Monitor and attain documentation for orders covered Letter of Credit (L/C) to ensure shipment according to terms identified. Collaborate with credit department in the releasing and presentation of documents to bank of L/C's.
• Analyzes transactions, corrects records, and adjusts errors.
• Maintains liaison with other departments for order completion (sales, credit, warehouse and general office).
• Report any and all out-of-line conditions affecting customer satisfaction.

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