Customer Service Specialist

DeZURIK, Inc.
$23.44 - $29.29 / hr
life insurance, 401(k)
United States, North Carolina, Gastonia
1205 Isley Drive (Show on map)
Oct 18, 2024
*GENERAL SUMMARY* The Customer Service Specialist is responsible for providing best-in-class customer service and support for DeZURIK representatives and customers. Duties include providing timely lead time and order status to DeZURIK representatives for assigned product line(s), working with internal departments to prioritize and expedite orders, and offering alternative product to meet customer delivery requirements. This position requires strong communication skills, knowledge of DeZURIK product lines, experience with production and inventory control systems, and ability to work under tight deadlines. This position is currently eligible for DeZURIK's hybrid work schedule. *PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)* Promote and encourage a "Customer First" culture within DeZURIK. Communicate effectively with both internal and external customers; and act with a sense of urgency to all customer inquiries. Analyze material availability to quote deliveries, offering alternatives to meet customer delivery requirements for assigned product line(s). Monitor and expedite orders through order entry, engineering, and manufacturing to meet customer / rep required dates. Monitor the production backlog, communicating trends and priorities to the operations team. Attend weekly production meetings to communicate customer concerns and help prioritize production to meet customer needs. Work with internal planning and production departments to prioritize orders and manage capacity to meet customer delivery requirements. Proactively communicate order status and delivery concerns to internal sales personnel, representatives, and customers; escalating to upper level management as necessary to achieve customer satisfaction. Resolve shipping discrepancies and provide tracking information to customers and representatives Travel requirement 25% to alternate locations. *EDUCATION AND EXPERIENCE* High school diploma plus 2-year associate degree. 3 years of experience in customer service role in a fast-paced manufacturing environment. *KNOWLEDGE, SKILLS AND ABILITIES* Prior experience with manufacturing drawings and processes, and familiarity with shop and assembly processes preferred. Attention to detail, with a high degree of accuracy. Knowledge of DeZURIK product lines, internal processes, and customer service policies and procedures preferred. Knowledge and understanding of planning and inventory control systems. Requires strong communication skills while working with customers, representatives, and internal departments. Strong organizational skills, problem-solving abilities and attention to detail. Strong keyboarding proficiency required and experience in working with Excel & Word. *PHYSICAL DEMANDS* Physical demands are typical of an office position including extended periods of sitting, extensive use of a personal computer and telephone. Position requires movement around the facilities. Occasional handling of material and components. *WORKING CONDITIONS* Normal manufacturing and office environment. When working occasionally in some shop areas, personal protection equipment (PPE) will be recommended and/or required (safety shoes, safety glasses w/side shields, hearing protection, face shield, gloves, apron and boots). Must have the ability to support extended business hours to meet customer business needs. *DISCLAIMER* The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. *QUALITY* Quality encompasses all aspects of DeZURIK, Inc.'s business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system. All employees have an obligation to identify and record any such nonconformity, and, through designated channels, initiate and recommend solutions. *BENEFITS* DeZURIK offers a generous benefits package including medical, dental, vision, life insurance, disability, accident, critical illness, and 401(k). Health savings, flexible spending, and dependent care accounts are also available as a part of the benefit package. Holiday pay, PTO, volunteer time, and other paid times off are available. Bonus payments may be available based on individual roles and annual company performance. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications and other job-related factors. #LI-JW1