Customer Support Specialist

Summary:

The Customer Support Specialist will ensure customer satisfaction and operational efficiency within the Customer Service Department. This role involves addressing customer inquiries promptly, resolving issues effectively, and maintaining strong relationships.

Essential Duties and Responsibilities:

• Review and process Warranty Orders to ensure timely and accurate fulfillment.
• Generate and communicate Return Merchandise Authorizations (RMAs) using the ICEE Warranty Spreadsheet.
• Research and create cases/RMAs for warranty claims and order errors, ensuring efficient resolution.
• Assist in processing spare parts orders, ensuring accuracy and timely delivery.
• Support the processing of equipment orders, maintaining high standards of accuracy and customer satisfaction.
• Aid in the processing of international (intercompany) orders, coordinating with relevant departments.
• Answer customer calls, address inquiries, and help resolve requests to maintain high levels of customer satisfaction.
• Perform inside sales activities for spare parts, including order-taking and customer follow-up.
• Assist with calling and scheduling onsite training and field support activities.
• Coordinate training schedules and travel arrangements for trainers to ensure efficient use of resources.
• Assist with maintaining the FBD Online Academy by approving training requests and managing user access.
• Maintain and update the Certified Third-Party Service Provider List on the website.
• Issue certificates to trained technicians upon completion of training programs.
• Coordinate special requests and activities within the Customer Service department to enhance operational efficiency.
• Perform other duties as needed and assigned.

Minimum Qualifications - Education/Experience:

• High School Diploma or GED required.
• Must have 2 years of experience in customer support or a similar role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities with a keen attention to detail.
• Ability to work collaboratively in a team environment.
• Strong organizational and time management skills.
• Must have excellent typing skills with accuracy, estimated up to 75% data entry required to include email correspondence, recording inquiries, comments, complaints, and actions taken.
• Ability to work with a software system to manage customer information and enter data (e.g. Enterprise Resource Planning (ERP).
• Proficient with MS Office (Word, Excel, and Outlook).
• Must have excellent communication skills because of daily contact with internal employees and customers.
• Must be able to pass a background check, drug test, and a reference check.

Physical Demands:

• Require to sit, type, have eye/hand/foot coordination, occasionally stand, walk, lift, carry, push, pull and grasp.
• Ability to lift and/or move up to 20 pounds.
• This position works in a typical office, manufacturing, and lab environment.
• Clarity of vision including the ability to appropriately differentiate colors.
• Ability to hear, understand, and distinguish speech and other sounds.

FBD is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. All employment decisions are made based on qualifications, merit, and business need.