Customer Support Specialist

The Baker Company
US - Maine - North Berwick
November 13, 2024

Join The Baker Company, a leader in innovative solutions for air containment and contamination control for over 75 years.

As a Customer Support Specialist, you will be an essential part of our team, ensuring customer satisfaction and facilitating communication between our clients and various departments, including sales, engineering, and manufacturing. Your role will encompass processing quotes, orders, and warranties while addressing customer inquiries and providing helpful solutions.

DUTIES AND RESPONSIBILITIES

Respond promptly and courteously to incoming inquiries from customers, service technicians, and sales professionals.
Support independent manufacturers' sales representatives and sales partners.
Efficiently process quotes and purchase orders.
Log call data and information into our CRM or ERP system.
Collaborate with engineering personnel to resolve customer inquiries and provide detailed product information.
Handle warranty calls and ensure customer issues are resolved in a timely manner.
Maintain a thorough understanding of our product features, benefits, and warranty details.
Adhere to quality assurance and customer satisfaction protocols for effective complaint resolution.
Comply with time and attendance policies while meeting productivity and service standards.
Communicate effectively with colleagues across departments to meet service standards and company policies.
Focus on enhancing customer satisfaction by striving to thoroughly address customer needs.
Utilize Lean tools to identify waste and improve processes, ensuring optimal flow of information and material.
Perform other relevant tasks as assigned by management.

KEY PERFORMANCE METRICS

Call logs (Inbound/Outbound)
Data accuracy
Territory management
Product knowledge
Order accuracy and validity
Completeness of orders

PHYSICAL REQUIREMENTS

Able to sit for extended periods.
Proficient in computer usage.

MINIMUM REQUIREMENTS

Associates or Bachelor's degree in business (preferred).
Outstanding communication skills.
High energy and strong organizational capability.
Proficient in Microsoft applications.
Analytical thinking and ability to multitask.
Ability to work under pressure and meet deadlines independently.
Experience with international orders and contracts is a plus.

BENEFITS

Medical, Dental, and Health Reimbursement Account.
Flexible Spending Accounts.
Life and Disability Insurance.
401(k) Plan with Company Profit Sharing.
Gym Membership Reimbursement.
Paid Time Off.
And more!

Work Address: The Baker Company, Sanford, ME.

Read the full job description and apply online on the recuiter's web-site

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