Customer Support Specialist at Retail Space Solutions LLC — Milwaukee, WI

Retail Space Solutions LLC

Customer Support Specialist

Location: Milwaukee, WI (2 to 3 days a week in office)

Position Summary: The Customer Support Specialist works with internal and external customers to efficiently and effectively provide support for orders, logistics coordination, and special projects.

Essential Functions:

• Manage the day-to-day customer relationship for assigned accounts ensuring the highest possible customer satisfaction
• Provide order status updates and product information; answer any questions regarding account status or product features
• Process customer orders received via email, EDI, customer portals, or our brands’ retail websites
• Coordinate logistics requests and activities including freight quotes and shipment tracking
• Resolve complaints with positive outcomes utilizing creative thinking and problem resolution while maintaining exceptional customer service interactions
• Respond to internal and external requests for information and resolve issues regarding orders, cancellations, shipping charges, delivery arrangements, methods of payments, returns, etc.
• Escalate and inform Operations, Product Development, and Sales of any reported field issues; facilitate quick resolution for reported issues
• Act as a liaison between internal and external customers
• Work with internal cross-functional team to troubleshoot and continually improve ERP system and processes
• Review/update department best practices, customer specific notes, and standard operating procedures

Position Qualifications:

• Communication
• Excellent written and verbal communication
• Positive Approach
• Demonstrate a positive attitude in the face of difficult or challenging situations
• Problem solve; seek and present win-win, realistic solutions
• Trustworthiness and professionalism
• Honest, honorable, reliable, and dependable

Skills and Abilities:

• Education – Associate’s or Bachelor’s Degree preferred
• Experience – 3+ years of related experience; Business to Business Customer Service experience required
• Desire and passion for delivering above and beyond customer care to all internal and external customers
• Demonstrated exceptional organizational skills and attention to detail
• Skilled at multi-tasking and prioritizing workload within specified timelines
• Strong work ethic and integrity; team player
• Self-motivated to work independently
• Excels in a fast-paced environment and effectively manages multiple priorities
• Computer Skills – Proficient computer skills required
• MS Word, Excel, Outlook
• ERP systems experience required

Work Environment:

Work is performed in a hybrid environment with 3 days in-office a week, and the remainder of the week remote. Hours of work will generally be during regular business hours (8AM-5PM) with at least 40 hours a week. At times there will be some variation in work hours due to special projects, deadlines, and other concerns. Occasional travel may be required.

Physical Demands: