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Customer Service Support Specialist II

Company: Evermark LLC
Location: Suwanee
Posted on: August 7, 2022

Job Description:

Evermark's mission is to optimize the creativity and passion of our people to drive innovation and instill superior design into our products, ensuring we deliver the highest levels of value and quality to our customers. From earliest beginnings in 1990, to the substantial specialty millwork, home improvement, and building products powerhouse Evermark stands as today, the company provides innovative offerings that enhance the value and beauty of a home.
Evermark, LLC is an employee owned company and a Drug Free Work Place, offering a competitive compensation and benefits package including 401K and Employer Match, Medical, Dental, Vision and Employer Paid Life Insurance.
Employee-focused culture Whether it's our Employee Stock Ownership Plan (ESOP), or our FUN, FAMILY ATMOSPHERE, we put the satisfaction of our employees at the forefront of everything we do and where culture matters. We believe that by investing in our people we are investing in our company's future! We are a leader in the manufacturing of stair components and other building materials.
Community-driven workforceCorporate and personal involvement in the communities is important to all of us. We have a volunteer program that gets us in front of the community several times throughout the year and allows our employees to participate in things near and dear to their heart.
Evermark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran or any other status prohibited by applicable national, federal, state or local law.
Evermark does not accept unsolicited resumes from vendors, including recruitment agencies, and/or search firms unless pre-approved by Human Resources.

Customer Service members act as the conduit between our customers and our organization. The Customer Service Support Specialist is the primary customer service contact for stair part, hardware, and door/jambs customers. The Customer Service Support Specialist is the liaison between the Sales Team(s), the customers, and the rest of our organization and departments. This role is instrumental in ensuring that the company delivers accurately on the expectations of our customers.

Essential Functions

Comfortable using multiple phone lines with a high volume of calls.
Enter and update customer orders into computer system with high level of accuracy.
Receive and process incoming purchase orders from customers or via EDI.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints.
Provides information in response to inquiries about products and services.
Escalate customer issues to manager(s) when necessary.
Participate in training sessions, seminars, and webinars.
Regular interaction with Marketing, Planning and Finance Teams to ensure departmental and corporate goals are met.
Provides reporting for sales support as requested by Management.
Coordinates with warehouse operations to ensure business processes are functional and maintained.
Participate in customer meetings and customer specific project meetings as required by management.

Job Competencies

Exceptional interpersonal and communication skills.
Strong customer service orientation.
Strong problem-solving skills.
Ability to analyze data and utilize various software applications.
Ability to communicate, interact and maintain effective relationships with customers, peers and other departments at all levels of the organization.
A strategic thinker with exceptional multi-tasking skills who has a laser focus on delivering objectives and continually striving for excellence.
A confident self-aware team member who listens to internal and external input and takes decisive action.
Open, honest and approachable.
Must be mature and able to deal with situations in a balanced way. Adaptive and responsive to challenges.
Understands the importance of company culture and dynamics of change in achieving objectives.
An independent thinker who can operate in a fast-paced, innovative environment

Occasional Travel to Customer Events/Meetings or other EverMark-LNL facilities may be needed.
High school diploma or equivalent.
3-5 years of customer service experience and sales support.
Computer literate and proficient in Microsoft Office applications, Word, Excel and Outlook.
Keying data entry efficiently and accurately with proficiency in typing/keyboard is required.
Polished phone demeanor, tone and etiquette is required.

Keywords: Evermark LLC, Roswell , Customer Service Support Specialist II, Hospitality & Tourism , Suwanee, Georgia

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