Customer Service Specialist

SSF, CA - Hybrid (fully on-site first eight weeks on assignment, then two days remote, and three on-site - anchor days Tuesdays through Thursdays) 6-month contract
Working Hours: 6 AM to 5 PM (will work 8 hours within this time period - training, first eight weeks 7:30 AM to 4 PM) The Opportunity

Handle complex customer inquiries and escalations

Provide expert support in customer interactions

Train and mentor customer service associates

Analyze customer feedback for service improvements

Ensure high levels of customer satisfaction

• 0-5 years of experience
• Strong problem‑solving skills
• Excellent communication abilities
• Ability to manage customer complaints efficiently

• Advanced training in customer support preferred

Title:

Customer Service Specialist, Order Management

Reports to:

Customer Service Manager, Order Management

Channel Operations’ mission is to ensure that the right product gets to the right place at the right time.

The Customer Service Specialist role is dedicated to providing the highest quality of customer support by offering full‑time phone coverage, managing numerous daily activities, and participating in internal and external departmental projects.

The role of Customer Service is critical to the daily operation of the organization. It is imperative that Customer Service employees are dependable, discreet, discerning and flexible.

• Provide a high level of customer service
• Act in accordance with company policy
• Provide full‑time phone coverage (shift to be determined by management)
• Suggest new programs and or projects to promote customer service
• Determine appropriate action to take to resolve customer issues
• Determine when it is appropriate to escalate customer issues to management
• Work with Finance, Product Distribution and Customers to resolve disputes
• Act as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrence
• Stay informed of current industry practices / trends
• Participate in the development and maintenance of department‑defined quality standards and measures
• Maintain effective and timely communication with team members as well as the supervisor regarding departmental issues
• Remain flexible to ever‑changing customer needs and requirements

• Process customer orders accurately
• Review inventory to determine appropriate customer order commitment.
• Maintain follow‑up on customer order issues.
• Interact with key customer purchasing personnel to advise of order status
• Ensure adherence to appropriate laws, regulations and programs

• Act as a liaison between customer, third‑party provider and GNE to facilitate customer returns.
• Interacts with Finance to ensure all return credits are issued in accordance with the return policy.
• Ensure timely turnaround of customer authorizations
• Provide quarterly sales analysis reports on returns, sales and order performance to Customer Operations Management.
• Participating in the product launch process to ensure a positive outcome

• Support team decisions
• Being flexible with assigned schedule
• Have the ability to adapt to a constant changing environment
• Ability to work through conflicting, delayed or ambiguous information
• Actively Participate in various team initiatives;
  Lean Daily Management, etc.

• Decision Making – Thinks through problems clearly and logically; is decisive
• Technical and Business Expertise – Applies emerging knowledge and trend; builds strong relationships; contributes expertise within and beyond assigned area
• Communication - Listens well, expresses ideas fluently and logically, is open to input and feedback
• Teamwork and Collaboration – Creates an atmosphere of openness and trust; collaborates, offers support and encouragement
• Achieving Results – Is goal‑directed and persistent; is accountable for meeting commitments, recognizes the contributions of peers

The following qualifications, experience and criteria unless otherwise stated as “preferred” or “a…