Job Description Summary
The Customer Service Specialist is primarily responsible for addressing all incoming calls, voicemails and emails received from customers, resolving all discrepancies on Purchase Orders that require communication to the sales force and/or customers, and communicating order changes and missed shipment notifications, both inside and outside the company. This position reports to the Customer Service Manager.
Job Functions:
- Address all incoming calls, voicemails and emails received by Customer Service team in a timely and professional manner. This includes, but is not limited to order inquiries, change orders, returns, credits, lead time requests, freight quotes, delivery changes and customer complaints
- Follow up on all orders with issues or discrepancies to resolve issues in a timely manner as follows:
- Communication to customers and/or sales team to resolve discrepancies on new Purchase Orders and finalize order once resolution is determined
- Communication of all delayed/missed shipment information to customers and sales team.
- Responsible to protecting KV’s interest in customer service level agreements (SLAs)
- Project and/or Key Account coordination as assigned
- Manage all daily work through Salesforce cases
- Submit order/delivery correction requests in the form of credits and returns
- Processing of Prototype Sample Orders (PSO)
- Processing Engineering Change Orders (ECO)
- Participate in process and product training as required
- Provide proactive solutions and recommendations
- Diagnose customer needs and action improvement plans
- Continuously develop and expand knowledge of KV systems and procedures
- Customer Service support for international customers
- Delivery of training/onboarding for Order Entry Specialists, Customer Service Specialists or others outside of Customer Service
- Other duties as assigned, including order entry support as needed
Competencies:
- Problem Solving
- Customer Focus
- Decision Quality
- Time Management
- Understanding Others
- Results, Action Oriented
- Priority Setting
- Establishing Relationships
Requirements:
- Education: Associates degree or equivalent work experience
- Work Experience: 3 years of experience in Customer Service or related field
- Computer Skills: Proficiency in MS Word and Excel, with working knowledge of ERP systems, order management systems, Salesforce and EDI
- Organizational Skills: Ability to handle multiple priorities efficiently and effectively
- Communication Skills: Ability to communicate effectively across a diverse customer-base; good verbal and written communication skills and good interpersonal skills with ability to deal with individuals at all levels, both inside and outside the organization
- Physical, Mental and Visual Skills: 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 ; Reasonable accommodations may be made to enable individuals with disability to perform the essential functions; While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear and use fingers and hands
- Physical Environment: Office Environment
Preferred Requirements:
Work Experience: Minimum 5 years in Customer Service and experience in a Manufacturing Environment
Computer Skills: Oracle, Salesforce
KV is a dedicated equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. KV encourages applicants of all ages.