Customer Support Specialist
- Accurately enter and manage sales orders from initiation to completion, maintaining high attention to detail.
- Maintain all Inside Sales queues daily, including Trouble, Remote Order Entry, Will Call, Invoice Preview, and Open Order Status Review.
- Proactively communicate with customers regarding delays, issues, and backorders; maintains regular updates on will call orders (bi-weekly).
- Complete all documentation accurately and in a timely manner.
- Use tools such as Eclipse, Revalgo, vendor catalogs, and industry websites and contacts to support order processing and product sourcing.
- Coordinate pricing on bids over $2,000.00 with Outside Sales or Branch Management.
- Deliver service in alignment with Acme’s Customer Partnership Program; maintain an average call score of 80 or higher.
- Consistently goes above and beyond to anticipate customer needs, resolve issues, and deliver personalized service that exceeds expectations.
- Collect and verify complete customer information, including contact and delivery details.
- Assist customers with product selection by identifying needs through active listening and thoughtful questioning.
- Responds promptly to customer inquiries and directs them to relevant Acme services when needed.
- Is able to communicate and understand basic Core Services provided at Acme (AIMS, Rental, Fabrication, Technical Sales, and Kitting).
- Is able to meet or exceed SOPs related to POD response time (if applicable).
- Greet and assist all customers with professionalism and a positive attitude.
- Maintain a neat and professional appearance that reflects Acme’s standards of service and credibility.
- Ensure that the work area is consistently clean, organized, and free of clutter to support efficiency, safety, and a welcoming environment.
- Manage multiple customer interactions simultaneously while upholding service quality.
- Build strong working relationships with customers, coworkers, and vendors.
- Address customer concerns promptly and communicate issues to the Branch Manager as needed.
- Support warehouse operations as needed, following the Material Handling Job Description (if applicable).
- Follow all directives issued by the Branch Manager and Regional Manager.
- Minimum 2 years of customer service or inside sales experience, or other work related experience(Acme experience preferred).
- Completion of Acme University 100 series trainings.
- Experience with ERP systems (Eclipse preferred).
- Demonstrates proficiency in Microsoft Office such as Outlook and Excel.
- Demonstrates proficiency in basic computer functions, including accurate typing, use of spell check and grammar tools, and navigating standard software applications.
- Familiarity with construction supply products is a plus.
- Active Listening: Ability to fully engage with customers and respond effectively.
- Customer Focus: Go above and beyond to provide proactive, tailored support.
- Time Management: Efficiently prioritize tasks and manage workload.
- Conflict Resolution: Handle concerns with diplomacy and clarity.
- Regularly required to sit, walk, talk, hear, and use hands for typing, grasping, and handling office equipment.
- Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl.
- May be required to remain in a stationary position for extended periods of time while on the telephone, or while operating or using office equipment and computers, or while writing;
- May be required to move or traverse considerable distances in the facility during the course of a work day.
- Work takes place in both office and warehouse environments.
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