Customer Support Specialist

Job description

Overview 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. This includes Insurance Replacement and Fleet Sales. To support the programs, this role will also work directly with suppliers to place orders and help manage customer expectations. The associate will also need a basic understanding of account procedures and processes. Responsibilities: - Problem resolution (some examples include missing items, incorrect items, order tracking, etc.) - Filing and maintaining order records per company policy - Supplier customer service-related problem resolution - Receives and respond to customer hard copy / email requests (can include product information, product availability, pricing, RGA, loaner tools, etc.) - Receives and process incoming faxes / internet orders / emails for Special Markets and the OE programs - Paperwise – adding freight from Supplier invoices to shipment tracking in LN. This process must be completed within 7 days of the invoice receipt date - Sorts and r...