Customer Service Specialist I

📍 Location: On-site / Hybrid (Not Remote)
💼 Employment Type: Full-Time
🌐 Industry: B2B / Industrial Technology
🇺🇸 Eligibility (Due to ITAR/EAR Regulations):

• U.S. Citizen or National
• U.S. Lawful Permanent Resident
• Asylee or Refugee

🛠️ Key Responsibilities:

✅ Customer Engagement & Relationship Management

• Act as the primary contact for assigned accounts
• Foster strong customer relationships via ongoing communication
• Address escalations and propose customer-focused solutions

✅ Order & Service Management

• Process orders, changes, returns, and quotes using SAP or similar ERP systems
• Ensure all customer-specific terms and conditions are met
• Track shipments and expedite orders as necessary

✅ Customer Success & Performance

• Improve customer satisfaction metrics: STR, CES, FCR, NPS
• Analyze and solve service-related issues
• Streamline processes to boost operational efficiency

✅ Technical Support & Resolution

• Handle product-related technical inquiries
• Resolve complaints involving delivery, pricing, or product quality
• Work closely with Key Account Managers and internal teams

✅ Cross-Functional Collaboration

• Be the “voice of the customer” within internal meetings
• Join cross-departmental projects and process improvements
• Train and mentor junior team members

🎓 Requirements:

• Education: Bachelor’s degree preferred
• Experience:
  • 7–10 years in customer service/account management
  • Preferably in a B2B industrial/manufacturing setting
• Technical Skills:
  • Proficient in Microsoft 365 (Excel, Word, PowerPoint)
  • Experience with SAP or similar ERP platforms
• Other Requirements:
  • Strong communication, time management, and multitasking skills
  • Familiarity with Lean or continuous improvement methodologies
  • Willingness to travel 10–25% for customer interactions

🌟 Key Competencies:

• Integrity, Accountability, Inclusion, Innovation, Teamwork
• Strong collaboration and relationship-building skills
• Ability to work under pressure with high attention to detail
• Problem-solving and negotiation expertise

💰 Compensation:

• Base Salary Range: $45,200 – $67,800 (varies by location & experience)
• Total Compensation: Base + Incentives + Full Benefits

🏥 Benefits Package Includes:

• Health insurance
• 401(k) retirement plan
• Life & disability insurance
• Paid time off
• Employee stock purchase plan
• Voluntary benefit options