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Our client in Kent, OH is seeking a part time Customer Service Specialist to join their team on a contract basis. The Customer Service Specialist is responsible for being the customer advocate while consistently representing our Client in a positive manner. The Customer Service Specialist must ensure all customer orders are processed in accordance to customer expectations. The Customer Service Specialist is responsible for resolution of problems and general inquiries; the focus is on providing both internal and external customers with superior service and thereby adding value to our products.

Essential Duties and Responsibilities

  • Handles all customer communication in an effective, efficient and positive manner through problem solving skills; the ability to take ownership and to know when to escalate an issue to the department Manager
  • Effectively communicates with internal and external customers – including, but not limited to - Sales, Production, Engineering, Distribution, Purchasing & Logistics
  • Processes customer orders (via phone, fax, and electronically); when applicable, the ability to accurately hand key an order
  • Processes Specialty Job Sheets (SJS) and works with New Product Development (NPD) to process sample orders and charged customer orders
  • Utilizes the CRM system to log information regarding new customer leads & opportunities
  • Ensures accurate pricing and terms of sale
  • Schedules shipments in accordance to customer expectations and established business rules
  • Sets up new customers in according to agreements provided by the Business Unit Manager
  • Orders all samples/equipment needed for new customers
  • Maintains accurate and orderly customer files; ensure timely filing of required documents
  • Monitors order status by tracking activities necessary for accurate and prompt service to the customer; providing order status to customers as requested. Works with distribution, logistics company and credit department to ensure orders are shipped on time
  • Special projects may be assigned depending on business requirements
  • Leads, participates in and supports continuous improvement activities
  • Supports and leads by example the Core Values of the organization

Qualifications/Requirements

  • High school diploma required; bachelor’s degree in related field preferred
  • 3-5 years of related experience in a customer contact role or a combination of education and experience
  • Excellent communication (both verbal and written), customer service and organization skills
  • Must be able to handle multiple tasks with tight deadlines
  • Excellent computer skills for PC (Excel, Word, email, etc.); JD Edwards knowledge a plus
  • Applies skills to make team contributions
  • Ability to stay calm under pressure

  • Kent, OH
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