Position Summary:

• This procedure describes the basic functions, reporting relationships, authority, and responsibilities of the Support Specialist I at S&P USA.
• The Job Description provides the performance criteria for the position. It also states the Job Requirements as required by the Americans with Disabilities Act.
• The person occupying the position of Support Specialist I is responsible for providing customers with timely information in response to technical inquiries about products, pricing, and application support, and to offer troubleshooting with customer problem resolution while maintaining target profit margins. This role ensures that each customer’s journey is a positive one.

Essential Duties and Responsibilities:

• Provide exceptional assistance to external and internal clients by maintaining professionalism, patience, and a “people-first” attitude for an overall positive customer experience.
• Confer with customers by telephone, email, and fax to provide information about products and prices, to take orders or cancel accounts, or to obtain details of complaints.
• Manage incoming orders for accuracy, customer status, pricing and product availability, and work with customers to ensure accuracy of future orders.
• Enter and configure sales orders into the Optisizer and Visual systems, including accessories.
• Enter sales orders from Amazon Seller Central and via Electronic Data Interchange (EDI).
• Assist with RMAs, warranties, and damaged freight claims.
• Track, report and advice customers of delayed orders via phone and/or email.
• Work with other departments to resolve more technical and detailed customer grievances.
• Follow up on customer requests when information is required from other departments to ensure customer satisfaction, as well as, track missing information.
• Follow up to ensure appropriate changes were made to resolve customer issues and recommend policy changes as needed to the Support Services Supervisor and/or Director of Customer Experience.
• Contact customers proactively when no activity has occurred to check on status of account.
• Keep abreast of products and/or product changes. Ask questions when issues arise to improve products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
• Evaluate and discuss with Support Services Supervisor and/or Director of Customer Experience the existing processes and procedures for effectiveness, assisting on creating and implementing new, more efficient systems and processes when needed to enable department to more effectively assist, respond, and anticipate customer orders and inquiries.
• Research product issues identified through support calls and communication with customers and Sales Representatives for proper resolution.
• Ensure resolution of customer requests for service and assistance and coordinate the timely and proper response.
• Monitor all customers to ensure total satisfaction.
• Observe all company policies and procedures.
• Must be able to work additional hours to support the organization’s needs.
• Perform any other duties as may be assigned by the Support Services Supervisor and/or Director of Customer Experience.

Educational Requirements:

• Associate’s Degree in a related field, or at least one (1) year of related experience in a manufacturing environment.
• Customer service, customer solutions and/or sales experience a plus.
• Strong Microsoft Excel skills, including database integration, formulas and pivot tables required.
• Call Center experience a plus, but not required.
• Excellent communication (both written and verbal) and interpersonal skills required.
• Effective decision-making skills required.
• Ability to use and maintain web-based sourcing tools required.
• Ability to write routine reports and business correspondence.
• Ability to speak English effectively before groups of clients, customers, or co-workers, or the general public.
• Ability to read and interpret English documents, such as safety rules, operating and maintenance instructions, and procedure manuals.

Mental Requirements:

• Ability to communicate in English (read, write and speak) is required as the overwhelming majority of customers, vendors, co-workers, and suppliers communicate in this language.
• Reasoning ability is required to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Mathematical abilities to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume and to apply concepts of basic algebra and geometry.

Physical Requirements:

• The physical demands of the position are listed in accordance with the requirements of the ADA as:

Standing – up to one third of the time.

Walking – up to one third of the time.

Sitting – up to one third of the time.

Talking/Listening – up to three fourths of the time.

Use of hands – up to three fourths of the time.

Climb or Balance – up to one fourth of the time.

Stoop or Kneel – up to one fourth of the time.

Reach with arms – up to one fourth of the time.

• Body movements, lifting and exerting force – 25 pounds.
• The Senses necessary for the successful performance of this position are:

Hearing – the ability to communicate effectively.

Vision – the ability to record and prepare reports.

• The ability to wear Personal Protective Equipment (PPE), such as eye protection, back protection, ear protection, etc. as necessary or required.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Environmental Conditions:

The environmental conditions of the area in which the person shall perform his/her duties consist of ambient temperature variations, dust, fumes, and elevated noise levels found in a manufacturing environment in this geographical area.