Customer Support Specialist

Job Description

Job Description

Position:

The Customer Support Specialist plays a crucial role in providing administrative and operational support to the sales team. In this role, you will be responsible for providing support for all online orders, student accounts and some pre-sale and post-sale support to our sales team in office and in the field. This role is a hands-on, fast-paced role that is perfect for someone who is looking to find a career with a rapidly expanding company. Communication, attention to detail, organization, and efficiency are key aspects to the role.

Responsibilities:

• Answer phones and manage inbound email account
• Provide customers and sales reps with order status updates, timelines, and general follow-up communication
• Process customer warranties daily
• Disburse qualified inbound leads to sales team
• Assist students with their account creation, account support and online purchases
• Flag any potential online fraudulent orders and follow up as needed to mitigate loss prevention and risk
• Assist in supporting the sales team with day-to-day administrative and operational needs including but not limited to; preparing customer quotes, providing freight quotes, and providing accurate lead-times on products
• Coordinate with internal teams (Operations, Purchasing and Marketing) to support accurate order processing
• Maintain organized records and documentation to ensure accuracy and a smooth customer experience

What we are looking for:

Here at Sonic Tools, we are looking for a hard-working, reliable individual who is punctual, accountable, and a team player. Must have high school diploma or equivalent (bachelor’s degree in business administration or related field is a plus). Must be proficient in using CRM software and MS Office Suite (Word, Excel, PowerPoint). Must have strong customer service orientation and problem-solving skills (ability to handle customer concerns effectively). Must also have excellent verbal and written communication skills. Experience with Salesforce is a plus.

As part of the Customer Support team, you play an integral part of ensuring our high standards for creating a positive customer experience are met. Therefore, organization and strong attention to detail are imperative.

What we offer:

Competitive Pay

Benefits (Company pays 50% of all health, dental, and vision plans)

Simple IRA with company matching up to 3%

25K life insurance (company paid)

Supplemental health and life insurance options (employee paid)

2 Weeks PTO and Paid Holidays