Customer Support Specialist

Job Description

As a Customer Support Specialist, you will be responsible for entering orders accurately and verifying account details for both B2B and direct-to-consumer channels. You will provide critical administrative support to the sales team, track shipments, manage claims, and handle customer communications, ensuring a seamless order processing experience.

Responsibilities

• Accurately enter orders received via email and fax for B2B and DTC channels.
• Verify account numbers and shipping addresses; provide order confirmations.
• Provide administrative and operational support to the sales team.
• Track shipments using UPS or other carriers; initiate and manage investigations and claims.
• Communicate shipping dates, potential delays, and other pertinent information.
• Offer additional promotions or specials when applicable.
• Create replacement orders and authorize no-charge shipping in cases of company error.
• Accept and verify payment details over the phone, forwarding them to Accounts Receivable.
• Prepare and complete customs documentation for international shipments.
• Coordinate with the warehouse to confirm inventory availability.
• Identify and communicate special shipping or handling requirements.
• Demonstrate commitment to helping customers and propose effective solutions.
• Handle customer complaints and provide follow-up.
• Report customer information updates to the manager or designated team member.
• Communicate e-account setup requests to the appropriate contact.
• Process customer returns, including credits and billing adjustments.
• Adjust credit amounts based on purchase history or promotional pricing.
• Respond promptly and professionally to phone calls and emails.
• Maintain regular attendance and punctuality.
• Perform other duties as assigned.

Qualifications:

• 2+ years of customer service experience.
• High school diploma or GED.
• Proficiency in Microsoft Office Suite (Excel, Word).
• Strong administrative support and data entry skills.
• Basic Excel knowledge.