Customer Service Specialist I

Job Summary

A successful Customer Service Representative is a motivated self-starter who can work independently with a strong focus on achieving company business goals. Success in this role involves planning, organizing, and promoting the company’s product line within assigned branch coverage areas to optimize profit and meet marketing, financial, and corporate growth objectives. Additionally, developing and enhancing client relationships within Target Specialty Products is essential to ensure ongoing success and satisfaction

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Answer Customer Calls, provide appropriate assistance.

• Assist RDCs with customer service related questions and returns.

• Assist Customer Service Manager with special projects. 

• Input Orders through System.

• Input Drop shipments through System.

• Identify backorders and assist with immediate fulfilment. 

• RUP, input all required licence information for customers seeking restricted items.

• Complete Sales Return orders within 48hrs. 

• Report product shortages as indicated in the system to the proper warehouses

• Provide all customers,

  • Order confirmations and tracking details

  • Backorder delivery status

  • Status of order

  • Status of purchases for material requirements if applicable for Backorder

  • AR status, copies of Invoices

• Engage in continued education opportunities regarding product offerings

• Complete all required safety training

• Other duties, as assigned.

Required Experience

• 1-2 years of hands-on customer support experience

• Ability to communicate effectively at all levels within the organization

• Have excellent listening and communication skills

• Analytical skills and attention to detail  

• Strong knowledge of office applications including Google Suite 

• Ability to multitask and remain calm while working under pressure in a fast paced environment

• Self-manage daily tasks and workload

• Show a high level of personal organizational skills

Required Leadership Traits and Characteristics

 Act Commercially: The ability to gather and make sense of large amounts of information and apply it to make business and customer focused decisions.  

• Understands trends and patterns in business data and converts this data into information to develop revised business plans, actions or processes.

• Continually research the competitive environment to identify opportunities for growth.

• Synthesizes and simplifies complex data to develop a strategy that is actionable and impactful by the frontline leadership.

• Actively makes investments in those initiatives that drive growth, service quality, and a low-cost business model through training, technology, and a reduction in complexity

• Balances tough business decisions with the customer and commercial requirements impact on the mind.

Deliver Results: The ability to achieve organizational results through the use of the key skills of being organized, focused and resilient.

• Specifies and manages key milestones to achieve their commitments.

• Thinks ahead 12+ months to ensure the methods needed to deliver the results are sustainable and implements new processes and investments which add value to the business.

• Recognizes the need to work with multiple stakeholders to deliver the programs and the results on time and budget.

• Leads a team to address unfamiliar problems and find innovative solutions.

• Demonstrates perseverance and resilience in meeting business changes.

Display Leadership: The ability to inspire colleagues to achieve high levels of performance by creating a diverse team focused on competency, collaboration and accountability. 

• Creates a positive work environment where colleagues want to work and have a rewarding career with a focus on innovation, nimbleness, and change management. 

• Holds team members accountable to their commitments while regularly highlighting successful results.

• Effectively delegates assignments and provides the required support.

• Serves as a thought leader; others in the business seek advice and counsel.

• Demonstrates confidence, presence, and influence inside and outside RNA.

• Willing to constantly reevaluate past decisions and processes to reduce complexity and build competency through ongoing investments in technology and training.

• Intentionally seeks under-represented voices to influence actions and foster innovation.

Coach and Develop: The encouragement of long-term development of others to build capability through the purposeful practice of our methods and beliefs.

• Challenges direct reports to solve problems on their own when a situation requires them to provide best-in-class customer service.

• Encourages innovation and calculated risk-taking to solve problems.

• Actively provides positive and developmental feedback when needed in a constructive way.

• Reinforces the use of our agreed methods and reminds colleagues the ‘why we do it this way’ as a way of developing competency and buy-in

• Utilizes the PDR process to ensure the ongoing feedback is well documented, fair and useable.

• Uses a good understanding of what interests, motivates, and drives others to help shape their performance.

Manage Self: Managing behaviors to remain emotionally calm, organized, and optimistic in the face of an ever-changing environment.

• Navigates change with clarity, enthusiasm, and confidence.

• Demonstrates resilience in meeting day-to-day challenges.

• Maintains clarity, enthusiasm, and confidence through periods of intensive effort or change.

• Managing self-awareness to understand and acknowledge the impact of their actions on others.

• Able to adapt their behavior to the situation, and the colleague, to drive positive results.

• Respectfully expresses beliefs that are different from others.

• Asks for feedback from others and uses this feedback to adjust methods.

Work with Others: The ability to create trusting relationships with colleagues, customers, and suppliers to meet or exceed our common goals.

• Empowers colleagues and peers to achieve organizational goals.

• Creates collaborative working relationships internally and with customers, suppliers and external parties.

• Creates consensus among key stakeholders with different views by listening carefully to contrary views so to establish a shared approach.

• Encourages feedback from the ‘experts’ - customers, colleagues and suppliers - to help make a meaningful decision.

• Makes decisions and plans actions in the wider context of the RI Group

Formal Education, Qualifications or Training

• High School Diploma

• 1-2 Years Customer Service Experience

• Distribution/Warehousing Experience preferred 

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.