Customer Service Specialist

Job Description


The Customer Service Specialist is responsible for providing effective customer service for all customers by using knowledge of company products and services. Expert communication and listening skills are a must for this challenging and rewarding position which is often the “face” of the company to the customers.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Managing the daily customer order input for complete machines and aftermarket parts
  • Developing and maintaining all customer service procedures and policies
  • Documenting customer service discussions and actions
  • Maintaining accurate records and files of documentation
  • Addressing returns, refunds, credits, and shipping tracking numbers
  • Recording, organizing, and filing customer interactions and profile/account changes
  • Providing resources for quality customer service
  • Implementing customer service strategies to improve quality of service
  • Addressing and resolving team and customer conflicts
  • Anticipating and resolving customer service issues
  • Maintaining a professional workspace and workflow
  • Leading assistants and representatives in the Customer Service Department.
  • Manage and prioritize multiple concerns simultaneously.
  • Provide appropriate and correct information to incoming customer order status and product knowledge requests.
  • A positive attitude, even when faced with unhappy or unreasonable customer expectation
  • The ability to learn quickly and move on from both success and failure.
  • Process customer orders/changes/returns according to established department policies and procedures.
  • Work closely with the credit department to resolve disputed credit items.
  • Provide timely feedback to company management regarding challenges or customer concerns.
  • Partnership with the sales team to meet and exceed customer’s service expectations.
  • Listen, document, and help resolve conflicts with customers.
  • Document the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


Company Conformance Statements


In the performance of their respective tasks and duties all employees are expected to conform to the


  • Perform quality work within deadlines with or without direct supervision.
  • Look for continuous improvement and operation efficiency in all phases of the business unit
  • Interact professionally with other employees, customers and suppliers.
  • Work effectively as a team contributor on all assignments.
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
  • Be at work on time every day and have the flexibility to work overtime as needed.
  • Always work safely and report any unsafe conditions. We are all responsible for Safety!


Job Qualifications

  • Excellent customer care and focus; ability to assess customers’ needs and provide correct answer, path, troubleshooting, or method for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Able to multitask, prioritize, and manage time efficiently Encouraging to team and staff; able to mentor and lead
  • Able to analyze data and statistics and translate results into better solutions
  • Excellent verbal and written communication skills
  • Self-motivated and self-directed
  • Experienced at compiling and following strict budgets
  • Comfortable in both a leadership and team-player role
  • Creative problem solver who thrives when presented with a challenge
  • High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred, plus 3-5 years’ experience in customer support, client services, sales, or a related field
  • Excellent at communicating over the phone and handling phone systems
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking returns and/or replacement parts
  • Able to concentrate on multiple problems at once
  • Excellent time management and prioritization skills
  • Ability to answer phone, listen actively, relay information, and type basic information simultaneously
  • Previous experience with corporate phone systems or switchboard.
  • Patience in dealing with confused or irate customers.


Work Environment


While performing the duties of this job, the employee normally works in an air-conditioned environment. If required to visit the plant, he/she may be exposed to fumes or airborne particles and forklift traffic. The noise level in the plant can be loud.


Physical Demands


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is required to sit for long periods. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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