Customer Support Specialist

Job Description

REQUIREMENTS

• High school diploma or equivalent required; some college preferred
• 2+ years of B2B customer service or 3+ years of B2C experience
• Strong communication, problem-solving, and organizational skills
• Ability to manage high call volume with professionalism and efficiency
• Experience with SAP and Microsoft Office tools preferred
• Strong attention to detail and customer-first mindset

RESPONSIBILITIES

• Serve customers via phone, email, and other channels by answering inquiries, resolving issues, and fulfilling requests
• Handle a high volume of inbound calls (60–80+ daily) while maintaining strong service levels
• Investigate and resolve issues related to orders, shipments, returns, credits, and billing
• Communicate company policies, pricing, and product information to customers
• Support order tracking, backorder management, and case management within assigned territories
• Maintain accurate customer data and documentation in systems such as SAP and CRM tools
• Collaborate cross-functionally to ensure an effortless customer experience
• Meet or exceed established KPIs and performance metrics

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