Customer Support Specialist

POSITION OBJECTIVES

The Customer Support Specialist – Lighting enters orders and handles customer order inquiries, questions, and concerns in a timely and efficient manner and acts as an interface between the Sales, Production Control, Engineering, and Shipping departments.

ORGANIZATIONAL SUPERVISION, REPORTING, AND INTERFACE

The position reports to the Manager – Customer Support Department and works directly with Peterson Sales Managers, outside customers, and prospects. The Customer Support Specialist interfaces with other associates at all levels of the Peterson Manufacturing organization and supports Peterson’s Independent Sales Agents.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Takes and processes orders received electronically and via phone for customers.
• Identifies and analyzes customer questions and concerns and provides appropriate solutions in a timely manner.
• Assists customers in determining the most cost-effective shipment method and order quantities.
• Verifies delivery dates and expedites customer orders as needed.
• Determines customer statuses and refers potential new customers to the appropriate Sales Manager or Representative.
• Monitors and manages specific accounts and provides back-up account management as assigned or required.
• Works with the Accounts Receivable Department on customer payment terms and issues.
• Works closely with the Shipping, Production Planning, Production Control, and Engineering Departments to satisfy customer needs.
• Files records and documentation and performs other administrative functions for the Sales Department.
• Issues and manages Return Merchandise Authorization documents.

SKILLS AND ABILITIES REQUIRED

• Must have the ability to think creatively to find solutions to problems.
• Must exhibit above-average interpersonal skills and work cohesively with other associates with limited direct supervision or guidance.
• Must have effective oral and written communication skills.
• Must maintain a professional and friendly demeanor and work calmly under pressure.
• Must be detail-oriented and organized.

EDUCATION AND EXPERIENCE MINIMUM REQUIREMENTS

• High School education or equivalent
• Minimum of 2 years of experience in public relations, customer service, and general office functions
• Experience with 10-Key, typing, and Microsoft Office programs, especially Excel and Word
• AS400 or similar software experience preferred

ENVIRONMENT

• Duties are performed indoors at the corporate offices in Grandview, MO.
• Must be able to remain sitting 90% of the time with scheduled breaks and lunch times.
• The person in this position needs to occasionally move about inside the office to access file cabinets and office machinery.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine/scanner, computer printer, and telephone.
• The person in this position frequently communicates with others (internal and external) who may have various inquiries, etc. The person must be able to calmly exchange timely and accurate information in these situations.

Click here to download and fill out an application. Once completed, upload the file to the Application section of this form.

This position description indicates the general nature and level of work experience expected of the position holder. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Peterson reserves the right to update and change the job essential duties and requirements in order to meet the needs of the customer, end user, and Peterson, in order to maintain the highest level of performance and service.