Customer Service Specialist

Conformance Statement :

In the performance of their respective tasks and duties all employees are expected to demonstrate R&M’s Core Values: Integrity, Quality, Innovate and Adapt, and Accountability.

Job Overview
We are seeking a dedicated and personable Customer Service Specialist to join our team. The Customer Service Specialist works directly with clients to take orders, provide information about products/services purchased from the organization, handle any damage or shortage reports and provide exceptional customer service.

Daily activities include but are not limited to: answering customer phone calls and emails, entering new sales orders, and working with customer service manager to prioritize and release orders to the Operations team. We encourage this position to show initiative and demonstrate ability to solve problems.

The ideal candidate will possess strong communication skills, be proficient in Microsoft Office and computer applications, and have experience in call center or customer support environments. This position offers an engaging work environment where your interpersonal skills and attention to detail will make a significant impact on customer loyalty and company success.

Essential Duties & Responsibilities:

Sales Order Entry: Responsible for entering wholesale/DTC (direct to consumer) orders received through the following communications:

• Email
• Online Portals
• Website
• Phone- Verbal
• Fax

Sales Order Entry:

• Ensure that sales orders are entered accurately based on the customer’s purchase order.
• Validate customer information before finalizing the sales order.
• Ship To Address, Shipment Method, Payment Terms, Seasonal Promotional Notes

Sales Order Sales Goals:

• All orders must meet R&M’s minimum order quantity.
• Offer sales support to guide customers to new products to reach our company minimum.
• Offer solutions and options to customers when we have out of stock items. Knowing our product catalog will be key for product recommendations
• Our goal is for all new sales orders to be entered into Dynamics ERP same day. This includes wholesale, DTC, Retail and Faire orders.

Pick Tickets – Sales Order Release to Warehouse

• Responsible for creating pick tickets for orders ready to pick and pack in the warehouse.
• Collaborate with warehouse and customer service manager on order priority, particularly during peak seasons.
• Responsible for double checking pick ticket against purchase order and applying any special notes for the warehouse. ie – assembly order, free freight

Phone Support: This role is first to answer phones, shared with customer service manager. First priority is providing excellent customer service support.

• Take verbal orders
• Provide order status to customers
• Assist with customer service questions and offer solutions to resolve the concern during the phone call.
• You should escalate the issue to customer service manager if you are unable to find a reasonable solution with the customer.

New Customer Approval & Setup: Responsible for validating new customers based on our documented standards. Responsible for reviewing credit terms and reaching out to references.

• Terms and limit to be approved by the customer service manager.
• Responsible for creating new customer cards and ensuring there are no duplicate accounts.

Email: Responsible for oversight and timely communication for the following accounts.

• [email protected]
• [email protected]
• [email protected]
• [email protected]

Invoice Processing: Offer support when customer service manager is backlogged or out of office.

• Assist with invoicing if needed
• Assist with backorder entry, log on spreadsheet and ETA on backordered product.
• Assist with notifying customer when backorder is ready to ship and releasing backorder to warehouse.

Customer Report Log: Record all customer order or item issues in the correct location.

• Shared drive file
• Original Invoice
• Customer Card – Comments (if necessary)
• Item Card – Comments (if necessary)

Credit Memos

Responsible for creating sales credit memos and sales return memos to assist in resolving customer service issues or sales returns and allowances.

• Send a weekly Customer Claim email summarizing the week’s damages, shortages or other reports from customers to the R&M Team.

General support and special projects

Assist in company customer projects as needed (i.e. customer calling to generate sales)

Interface with other employees/departments to satisfy company goals and initiatives.

• We are a small, closeknit group. We pitch in to help each other when needed and constantly strive to be supportive team members.

Requirements

• Proven experience in call center, customer service, or client support roles preferred
• Strong communication skills in English; bilingual or multilingual capabilities are a plus
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general computer skills
• Excellent typing speed and accuracy for efficient data entry
• Knowledge of sales techniques and outbound calling strategies is desirable
• Demonstrated ability to maintain professionalism under pressure and manage multiple tasks simultaneously
• Exceptional interpersonal skills with a focus on customer satisfaction
• Experience with analysis skills to interpret customer data and feedback effectively

Pay: $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

License/Certification:

• Driver's License (Preferred)

Work Location: In person