Customer Support Specialist

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 OE program support, with an additional focus on Special Markets customers, including Insurance Replacement and Fleet Sales. To support the programs, this role works directly with suppliers to place orders and help manage customer expectations. The associate also needs a basic understanding of account procedures and processes.

• Problem resolution (including missing items, incorrect items, order tracking, etc.)
• Filing and maintaining order records per company policy
• Supplier customer service-related problem resolution
• Receive and respond to customer hard copy/email requests (product information, availability, pricing, RGA, loaner tools, etc.)
• Receive and process incoming faxes/internet orders/emails for Special Markets and OE programs
• Paperwise – add freight from Supplier invoices to shipment tracking in LN within 7 days of invoice receipt
• Sort and route SBS invoices, distributing appropriately (job automatically runs)
• Offer assistance with policy and procedure
• SOX compliance
• Drive cross training to support all programs effectively
• Offer assistance with reporting
• Communicate clearly with customers while remaining sensitive to ongoing conversations in the call center
• Manage ETI errors and update to successfully process orders
• Manage standing customer orders and process according to terms (weekly, monthly, designated ship days)
• Maintain excellent understanding of various product offerings and suppliers
• Present customers with new program offerings, websites, and promotions offered by SBS
• Issue purchase orders to meet all customer orders as needed

• Associate degree or equivalent or 2 years of related experience
• Proficient data entry
• Clear understanding of computer functions and program operations obtained through at least 2 years of customer service experience
• Experience with leadership role on special projects or campaigns
• Understanding of basic account procedures
• Excellent communication skills
• Ability to consistently maintain a professional and positive attitude 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

This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts, or working conditions as associated with a job. While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from jobs and to assign other duties as necessary.